Customer Sales Representative

Customer Sales Representative (CSR) is responsible for engaging potential and existing customers who inquire through walk-ins, calls, online platforms, or social media. This role represents the front line of the company’s sales and service team, ensuring that every interaction reflects the brand’s luxury standards. CSR provides accurate product information, answers inquiries with warmth and professionalism, and closes sales while ensuring the highest level of customer satisfaction.

Key Responsibilities:

• Customer Engagement and Inquiry Handling
• Respond promptly to all customer inquiries received via showroom visits, phone calls, website chats, SMS, and social media.
• Provide courteous, knowledgeable, and tailored responses that match the client’s interests and needs.
• Listen actively to customer requirements and match them with appropriate product options.
• Product Presentation and Selling
• Present jewelry pieces with elegance, accuracy, and confidence—highlighting quality, design, materials, and craftsmanship.
• Recommend complementary products or services (e.g., custom engraving, matching sets).
• Use upselling and cross-selling strategies to maximize basket size and enhance client satisfaction.
• Order Processing and Documentation
• Prepare sales quotations, sales orders, and invoices in coordination with the Inventory and Finance teams.
• Capture complete and accurate customer information in the CRM or order tracking system.
• Ensure smooth handover of confirmed orders for fulfillment, shipping, or pick-up.
• Customer Experience and Relationship Building
• Build long-term relationships with clients through consistent follow-ups, service reminders, and personalized communication.
• Maintain high service standards in every interaction—whether online or in person.
• Resolve basic customer concerns promptly or escalate them when necessary.
• Sales Target Achievement and Reporting
• Meet or exceed individual sales quotas and conversion metrics.
• Keep records of daily activities, leads handled, sales closed, and pending follow-ups.
• Submit sales and inquiry reports to the Inbound Sales Supervisor.
• Showroom and Product Maintenance Support
• Assist in maintaining cleanliness, product arrangement, and proper labeling of showroom displays.
• Monitor stock levels for commonly requested items and notify supervisor of restocking needs.
• Ensure sample pieces are handled with care and returned securely after client viewings.

Behavioral Expectations:

• Professional and Graceful Communicator: Speaks with confidence, warmth, and clarity across all channels.
• Customer-Centric: Prioritizes client satisfaction, brand representation, and relationship building.
• Detail-Oriented: Carefully documents client information, sales records, and follow-up actions.
• Sales-Minded: Understands the importance of targets and uses selling skills to drive results.
• Proactive and Responsive: Follows up leads without delay and takes initiative to help clients decide.
• Neat and Presentable: Maintains a polished appearance in line with the company’s luxury branding.

Qualifications:

• Vocational or Highschool Graduate
• 1–3 years of experience in customer-facing roles, preferably in retail, jewelry, or luxury products
• Excellent communication and interpersonal skills, both verbal and written
• Familiarity with basic sales documentation, order processing, and CRM tools
• Good product presentation skills and the ability to explain specifications clearly
• Tech-savvy with the ability to handle online inquiries and multi-channel communication (chat, social media, email)