Location: Reputed Gold Jewellery Showroom
Employment Type: Full-Time
Position Overview
We are seeking a proactive, organized, and customer-focused Customer Relationship & Digital Communications Executive to manage customer data, communications, digital engagement, and customer service support. The ideal candidate will play a key role in maintaining strong customer relationships, ensuring timely follow-ups, and supporting the showroom's marketing and administrative functions.
Key Responsibilities
Customer Database Management
- Save, update, and maintain customer contact information accurately in the showroom database.
- Organize and move customer contacts into the appropriate WhatsApp lists and categories.
- Create and maintain a detailed customer relationship database containing:
- Birthdays and cake preferences.
- Wedding anniversaries (where applicable).
- Business/profession details of customers and their families.
Customer Engagement & Relationship Management
- Coordinate and arrange birthday and anniversary cake deliveries through designated vendors.
- Send personalized greetings and maintain customer engagement through timely communication.
- Broadcast promotional messages, offers, and event invitations to customers based on predefined customer segments and lists.
Customer Service & Administrative Support
- Assist customers in completing KYC documentation when required.
- Scan, organize, and securely store customer KYC documents and identification records.
- Send digital invoices to customers via WhatsApp and other approved communication channels.
- Monitor pending customer orders, custom jewellery orders, and repair jobs, and follow up with the concerned sales personnel to ensure timely completion.
- Respond promptly and professionally to customer inquiries received through WhatsApp, Facebook, Instagram, and other social media platforms.
Digital Marketing Support
- Post approved content on the company's social media platforms and digital channels.
- Support customer engagement activities through digital communication and content sharing.
Preferred Additional Responsibilities
Candidates with the following skills will be given preference and may be offered higher remuneration based on experience and capability:
Content Creation & Social Media
- Create engaging social media reels and short-form video content independently.
- Edit and publish content across social media platforms to enhance brand visibility and customer engagement.
Sales & Billing Support
- Assist in preparing customer invoices during peak business hours and busy sales periods.
- Provide administrative support to the sales team as required.
Required Skills & Qualifications
- Excellent communication skills in both written and spoken language.
- Good knowledge of WhatsApp Business, social media platforms, and customer communication tools.
- Strong organizational and record-keeping abilities.
- Basic computer proficiency, including Microsoft Office/Google Workspace.
- Ability to handle confidential customer information responsibly.
- Pleasant personality with a customer-service-oriented attitude.
- Ability to multitask and work efficiently in a fast-paced retail environment.
Preferred Qualifications
- Previous experience in customer service, CRM management, retail administration, jewellery retail, or digital marketing.
- Experience handling social media accounts and customer communications.
- Basic photography, videography, and video editing skills for social media content creation.
Key Attributes
- Smart, energetic, and presentable.
- Detail-oriented and highly organized.
- Proactive in follow-ups and customer relationship building.
- Professional, trustworthy, and customer-centric.
