Key Responsibilities

- Audit store WhatsApp chats, customer conversations and online chats on a regular basis.

- Review conversations to ensure employees are following the companys communication, service and sales standards.

- Check response time, tone, accuracy, product information and overall customer handling.

- Identify missed queries, delayed responses, incorrect information and unresolved customer concerns.

- Monitor whether customer enquiries are properly followed up until closure.

- Evaluate chats for lead handling, product recommendations, pricing communication and conversion opportunities.

- Prepare daily/weekly audit reports with scores, observations and key gaps.

- Highlight recurring issues and provide feedback to Store Teams and Online Sales Teams.

- Track corrective actions and ensure improvements are implemented.

- Identify instances of poor customer service,



inappropriate communication or deviation from SOPs.

- Maintain audit trackers and share performance insights with management.

- Work closely with Retail, Online Sales, and CRM and teams to improve customer communication and conversion.

Key Skills:

- Excellent written communication and attention to detail.

- Strong understanding of customer service and sales processes.

- Positive analytical and auditing skills.

- Proficiency in Excel/Google Sheets.

- Ability to review and evaluate large volumes of customer conversations.

- Good understanding of WhatsApp, online chat and digital customer interactions.

- Experience in Retail Audit / Customer Experience / Quality Audit / Online Sales Audit will be preferred.

📌 CRM Audit Executive (Mumbai)
🏢 Tyaani Jewellery
📍 Mumbai