Executive - Client Services

Jewel Trendz Pvt. Ltd.; Mumbai; On-site; INR 300,000 - 540,000; Full time

Job summary

Jewel Trendz Pvt. Ltd. is seeking a Customer Relations Executive for its Mumbai operations.

The role focuses on managing customer communications, maintaining client records, and coordinating exhibitor and visitor needs across Jewel Trendz's exhibitions and events. Ideal candidates have 1–4 years in customer relations or event coordination, with strong English and Hindi communication. The position is on-site in Mumbai, with a collaborative team and opportunities to contribute to multiple shows

Qualifications

• Bachelor's degree in any discipline preferred.
• 1–4 years of experience in customer relations, client servicing, customer support, hospitality or event coordination.
• Freshers with excellent communication skills may be considered.
• Good verbal and written communication skills in English and Hindi.
• Knowledge of Marathi will be an advantage.

Responsibilities

• Manage incoming and outgoing calls, emails, and WhatsApp enquiries with accuracy and professionalism.
• Maintain and update customer records, registrations, and profiles in the CRM and other systems.
• Coordinate with exhibitors and internal teams to ensure timely fulfillment of client requirements.
• Support exhibition-related communications, registrations, and post-event follow-ups.
• Coordinate with sales and marketing for lead sharing and campaign support.
• Monitor customer complaints and escalate complex issues to the manager as needed.

Skills

Customer communication

Follow-up

Coordination

MS Office

Education

Bachelor's degree

Tools

CRM systems

MS Office

Excel

WhatsApp Business

Job description

JOB DESCRIPTION

Customer Relations Executive

1. Position Details

Company: Jewel Trendz Pvt. Ltd.
Department: Customer Relations & Client Services
Job Location: Mumbai, Maharashtra
Work Model: On-Site
Employment Type: Full-Time
Reporting To: Manager Customer Relations / Senior Management
Experience: 1–4 Years
Compensation: Fixed Salary, based on experience and suitability

2. About the Company

Jewel Trendz Pvt. Ltd. is a business consulting, management advisory and exhibition organisation company specialising in the Gems & Jewellery industry. The company operates B2B exhibitions, trade shows, business networking platforms, memberships and sales consultancy services, connecting jewellery manufacturers, wholesalers, retailers and industry stakeholders across India and international markets.

3. Job Purpose

The Customer Relations Executive will be responsible for managing customer communication, maintaining client records, coordinating exhibitor and visitor requirements, handling enquiries and ensuring professional customer service across Jewel Trendz's business activities.

The role requires strong communication skills, systematic follow-up, attention to detail and the ability to coordinate effectively with sales, marketing and event operations teams.

4. Key Responsibilities

A. Customer Communication

• Handle incoming and outgoing calls, emails and WhatsApp enquiries.
• Provide accurate information regarding company services, exhibitions, memberships, registration procedures and event schedules.
• Respond to customer enquiries promptly and professionally.
• Maintain regular communication with existing clients, exhibitors, manufacturers and retailers.
• Follow up on pending enquiries, confirmations and customer requests.

B. Client & Exhibitor Coordination

• Coordinate with exhibitors regarding registration, participation confirmation, documentation and event requirements.
• Collect and maintain company profiles, contact details, logos and other required information.
• Share approved event guidelines, schedules, participation details and important announcements.
• Coordinate with internal teams to ensure timely completion of client requirements.
• Maintain professional relationships with existing and prospective customers.

C. Exhibition & Event Support

• Support customer coordination for Jewel Trendz exhibitions, including Gems & Jewellery Shows, Corporate Diamond Shows, Silver Shows and other assigned events.
• Assist with exhibitor and visitor registration, enquiries and participation-related communication.
• Coordinate customer requirements before, during and after exhibitions.
• Support event invitation campaigns, participant reminders and post‑event follow‑ups.
• Collect customer feedback and communicate service improvement opportunities to management.

D. Customer Database & Documentation

• Maintain accurate customer databases, contact details and communication records.
• Update customer information in the company's CRM, spreadsheets or other designated systems.
• Track enquiries, registrations, confirmations, pending documents and follow‑up status.
• Maintain organised records of customer complaints, feedback and resolutions.
• Ensure the confidentiality and security of customer and company information.

E. Customer Service & Complaint Management

• Understand customer concerns and provide appropriate assistance.
• Coordinate with the relevant department to resolve customer issues within reasonable timelines.
• Monitor pending complaints and follow up until an appropriate response is communicated.
• Escalate complex complaints, commercial disputes and sensitive matters to the reporting manager.
• Maintain professional conduct while handling difficult conversations.

F. Coordination with Sales & Marketing

• Share relevant customer enquiries and qualified leads with the sales team.
• Coordinate with sales representatives regarding client meetings, participation confirmations and follow‑ups.
• Support approved promotional campaigns through calls, emails and WhatsApp communication.
• Assist in customer engagement activities and follow‑up campaigns.
• Coordinate with marketing and event teams to ensure consistent communication.

G. Customer Retention & Relationship Management

• Maintain relationships with existing clients and previous exhibitors.
• Follow up with past participants regarding upcoming exhibitions and company initiatives.
• Collect feedback on customer experience and service quality.
• Encourage repeat participation and continued engagement with Jewel Trendz platforms.
• Identify recurring customer requirements and share relevant opportunities with the sales team.

H. Reporting & Administration

• Prepare daily or weekly reports on enquiries, follow‑ups, registrations and pending issues.
• Maintain accurate records of customer interactions and actions taken.
• Complete assigned tasks within agreed timelines.
• Attend departmental meetings and provide updates on customer‑related matters.
• Follow all applicable company policies, procedures and reporting requirements.

5. Qualifications & Experience

• Bachelor's degree in any discipline preferred.
• 1–4 years of experience in customer relations, client servicing, customer support, hospitality or event coordination.
• Freshers with excellent communication skills may be considered.
• Good verbal and written communication skills in English and Hindi.
• Knowledge of Marathi will be an advantage.
• Working knowledge of MS Office, Excel, email and WhatsApp Business.
• Experience with CRM systems and customer databases is preferred.
• Experience in exhibitions, events, hospitality or the Gems & Jewellery industry will be an advantage.

6. Required Skills & Competencies

• Strong customer service and interpersonal skills.
• Professional telephone etiquette and written communication.
• Excellent follow‑up and coordination abilities.
• Accuracy in documentation and data management.
• Patience and problem‑solving skills.
• Ability to manage multiple tasks and meet deadlines.
• Teamwork and a service‑oriented attitude.
• High standards of professionalism, confidentiality and accountability.

7. Key Performance Indicators (KPIs)

Performance will be assessed on the basis of:

1. Timeliness and quality of customer responses.
2. Accuracy and completeness of customer records.
3. Timely follow‑up on enquiries and pending requirements.
4. Quality of exhibitor and visitor coordination.
5. Timely tracking and escalation of customer complaints.
6. Customer feedback and satisfaction.
7. Support for repeat participation and client retention.
8. Accuracy and timely submission of reports.
9. Coordination with sales, marketing and event operations.
10. Compliance with company policies and confidentiality requirements.

8. Authority & Accountability

• The executive is responsible for routine customer communication, documentation, follow‑ups and coordination.
• Customer commitments must remain within company‑approved policies, packages and commercial terms.
• Pricing exceptions, refunds, contractual disputes and other significant commercial decisions must be referred to the authorised manager.
• Customer complaints and sensitive matters must be escalated appropriately.
• The executive is accountable for the accuracy of records, timely communication and completion of assigned responsibilities.

9. Why Join Jewel Trendz?

This role offers an opportunity to work closely with jewellery manufacturers, retailers, exhibitors and industry professionals while developing expertise in B2B customer relations, exhibitions and client servicing.

The successful candidate will contribute directly to customer satisfaction, repeat participation and the professional delivery of Jewel Trendz's business platforms.

We welcome candidates who are organised, courteous, proactive and committed to delivering excellent customer service.

REGARDS

DEPARTMENT OF HUMAN RESOURCES
CORPORATE COMMAND OFFICE JTPL
JEWEL TRENDZ PVT. LTD.Role & responsibilities