We are seeking a courteous and customer-oriented Guest Relations Executive to join our Jewellery Group. As a Guest Relations Executive, you will be responsible for providing exceptional service to our customers, ensuring their satisfaction, and building long-term relationships. This role requires strong communication skills, a professional demeanor, and a passion for delivering a memorable customer experience.
Responsibilities:
- Customer Engagement and Assistance:
- Welcome and greet customers in a warm and friendly manner.
- Provide information about the jewellery products, promotions, and services.
- Assist customers in selecting jewellery items based on their preferences and budget.
- Address customer inquiries, concerns, and complaints promptly and effectively.
- Offer personalized recommendations and styling advice to enhance the customer’s shopping experience.
- Maintain a high level of product knowledge to provide accurate information and answer customer questions.
- Customer Relationship Building:
- Develop strong relationships with customers to foster loyalty and repeat business.
- Follow up with customers to ensure satisfaction and address any post-purchase inquiries or concerns.
- Keep records of customer interactions, preferences, and purchase history.
- Proactively reach out to customers through phone calls, emails, or personalized messages to provide updates on new products, promotions, or events.
- VIP and Special Client Handling:
- Identify and prioritize VIP and high-value clients.
- Provide personalized service and special attention to VIP clients, ensuring their unique needs are met.
- Coordinate with the sales team to arrange private viewings, special requests, or customized jewellery orders for VIP clients.
- Assist in organizing exclusive events or loyalty programs for VIP clients.
- Complaint Resolution and Service Recovery:
- Act as a liaison between customers and the appropriate internal departments to resolve any issues or complaints.
- Ensure that customer concerns are addressed promptly and that appropriate solutions or compensations are provided.
- Document and report recurring issues or trends to management for process improvement.
- Store Ambience and Presentation:
- Maintain a welcoming and well-organized store environment.
- Ensure that the store is clean, visually appealing, and properly merchandised.
- Assist in visual merchandising activities, such as arranging displays and window dressing.
Qualifications:
- Bachelor’s degree in Hospitality, Business, or a related field is preferred.
- Previous experience in guest relations, customer service, or sales is an advantage.
- Excellent communication and interpersonal skills.
- Customer-focused mindset with a passion for delivering outstanding service.
- Professional and friendly demeanor.
- Strong problem-solving and conflict resolution abilities.
- Ability to build rapport and establish positive relationships with customers.
- Detail-oriented with good organizational and multitasking skills.
- Proficiency in using MS Office applications and customer relationship management (CRM) software.
- Flexibility to work in shifts, including weekends and holidays.
