The Customer Relationship Executive (CRE) / Guest Relationship Associate (GRA) is the first point of contact for every customer visiting the showroom. The role is responsible for delivering a premium hospitality experience, maintaining customer records, managing appointments, handling customer communication, and ensuring every visitor receives exceptional service that enhances brand loyalty and sales opportunities.
Key Responsibilities
1. Customer Welcome & Hospitality
Welcome every customer with a warm smile and professional greeting.
Offer drinking water, tea, coffee, or refreshments as per showroom standards.
Ensure every guest feels comfortable throughout their visit.
Escort customers to the appropriate sales executive.
2. Customer Registration
Collect and update customer details:
Full Name
Mobile Number
Email ID
City
Birthday
Anniversary
Source of Visit
Referral Details
Ensure 100% customer data is entered into CRM.
3. Queue & Floor Management
Manage customer waiting time.
Coordinate with sales executives.
Allocate customers fairly.
Inform customers about approximate waiting time.
Maintain smooth customer flow.
4. Appointment Management
Schedule customer appointments.
Coordinate VIP appointments.
Confirm appointments through calls or WhatsApp.
Maintain appointment register.
5. Customer Follow-up
Daily follow-up regarding:
Pending Orders
Ready Jewellery Collection
Repair Orders
Alteration Orders
Scheme Installments
Gold Booking
Anniversary Wishes
Birthday Wishes
6.
CRM Management
Maintain complete customer database.
Update:
Purchase History
Customer Preferences
Family Details
Anniversary
Birthday
Favorite Jewellery Category
Complaint History
7. Customer Complaint Handling
Listen patiently.
Understand customer concern.
Coordinate with concerned department.
Ensure timely resolution.
Escalate serious issues to management.
8. Telephone Handling
Handle incoming and outgoing calls professionally.
Provide information regarding:
Store Timings
Schemes
Offers
Jewellery Availability
Appointment Booking
9. WhatsApp Communication
Respond to customer inquiries.
Share product images.
Send offers and promotions.
Maintain qualified communication.
Ensure quick response time.
10. Google Review Management
Request satisfied customers to:
Give Google Reviews
Rate the showroom
Provide feedback
11. Customer Feedback
Collect customer feedback after every visit.
Record:
Overall Experience
Staff Behaviour
Product Satisfaction
Suggestions
12. Reception Management
Maintain:
Reception Desk
Visitor Register
Brochures
Catalogues
Visiting Cards
Gift Items
Refreshment Area
13. Coordination
Coordinate with:
Sales Team
Cash Counter
Inventory Team
Repair Department
Marketing Team
Management
14. Daily Reports
Submit daily reports including:
Footfall
walk-in
Appointments
Follow-ups
Google Reviews
Customer Feedback
Pending Calls
CRM Updates
Required Skills
Excellent Communication Skills (Hindi & English)
Pleasing Personality
Customer Service Orientation
Professional Grooming
Computer Knowledge
MS Excel
CRM Software
WhatsApp Business
Telephone Etiquette
Multitasking
Problem Solving
Positive Attitude
Educational Qualification
Graduate (Preferred)
Hospitality / Retail background preferred
Experience
1–3 years in Customer Relationship, Reception, Front Office, Hospitality, Luxury Retail, or Jewellery Industry.
Freshers with excellent communication skills may also apply.
Key Performance Indicators (KPIs)
KPI Weightage
Customer Satisfaction Score (CSAT)20%
CRM Data Accuracy15%
Customer Registration15%
Follow-up Completion15%
Google Reviews Generated10%
Appointment Conversion10%
Customer Complaint Resolution10%
Grooming & Professional Conduct5%
Key Result Areas (KRAs
Deliver an exceptional guest experience.
Achieve 100% customer registration in CRM.
Maintain accurate customer records.
Ensure timely follow-ups and relationship management.
Increase repeat customer visits and referrals.
Support the sales team in improving customer conversion.
Enhance showroom reputation through superior customer service and positive online reviews.
Preferred Qualities
Pleasant and confident personality.
Strong interpersonal and relationship-building skills.