Customer Engagement Executive

Customer Engagement Executive

Key Responsibilities

• Handle customer enquiries received through Meta, WhatsApp, Instagram, calls and other digital platforms.
• Connect with potential customers and understand their jewellery requirements, preferences and purchase intent.
• Manage end-to-end customer engagement and follow-up from the initial enquiry until showroom visit, conversion or closure.
• Provide customers with relevant information about jewellery products, collections, offers and showroom services.
• Build and maintain positive relationships with customers through regular and professional communication.
• Encourage potential customers to visit the showroom and coordinate appointments with the sales team.
• Follow up with existing and prospective customers for upcoming requirements, occasions, offers and collections.
• Coordinate with the showroom sales team to ensure a smooth customer experience from enquiry to visit.
• Maintain accurate customer data, follow-up status and interaction details in Excel/Google Sheets/CRM.
• Prepare and maintain daily calling, follow-up and customer engagement reports.
• Handle customer queries professionally and ensure timely resolution or escalation when required.
• Support customer retention and re-engagement activities to generate repeat business and referrals.
• Achieve assigned customer engagement, follow-up and showroom visit targets.

Required Skills & Qualifications

• Excellent communication and customer-handling skills.
• Pleasant personality with a customer-friendly and professional approach.
• Good follow-up and relationship management skills.
• Basic computer knowledge with proficiency in MS Excel / Google Sheets.
• Experience in telecalling, customer engagement, lead follow-up or CRM will be preferred.
• Ability to understand customer requirements and communicate product information effectively.
• Ability to work with daily targets and maintain accurate records.
• Jewellery/showroom experience will be an added advantage.
• Fresher candidates with good communication skills and a willingness to learn may also be considered.