Guest Relation Executive

Responsibilities:

1. Welcome the customer and engage with them to understand their requirements.
2. Assign sales staff to assist customers.
3. Stay up to date on company products and policies to provide accurate information to customers.
4. Handle in-store customer inquiries promptly and resolve issues in a timely manner.
5. Communicate with customers through various channels such as phone calls, emails, and WhatsApp broadcasts for occasions like weddings, birthdays, or marketing campaigns, making all arrangements to hand over special gifts to customers.
6. Keep accurate records of customer tele-calling activities and all interactions with customers while ensuring to respect and maintain data confidentiality.
7. Update the CFF data collected by the sales staff in the system and prepare a CRM report to submit to the regional CRM team.
8. Respond to email inquiries from customers and escalate to the Store Manager and Regional CRM as necessary.

Functional Responsibilities:

1. Ensure 100% customer data collection and escalate to the store manager if necessary.
2. Conduct customer satisfaction surveys and gather feedback, especially from those who leave without making a purchase, updating the Lost Customer Data (LCD) tracker.
3. Maintain the Lost Customers Data Report by updating the reasons for their loss.
4. Daily check and update the Google review comments of the store and report the performance of every staff member based on the reviews posted.
5. Prepare monthly reports on Google reviews, Staff Performance, CRM data collection, LCD, direct marketing, and complaints to the Regional CRM.
6. Support the sales team in sales activities during peak hours if the salesperson is occupied with other customers.
7. Adhere to the company grooming policy and maintain a well-groomed appearance as per the guidelines.
8. Provide support to the marketing team for potential customer visits and exhibitions.
9. Overall, enhance the customer shopping experience inside the store.