Customer Relationship Executive- E-Commerce

About the Role
We are looking for a Customer Relationship Executive - E-commerce to build meaningful customer relationships and deliver an exceptional experience across our online and offline channels.
As the majority of our customers engage with us online, you will manage customer interactions across digital channels, while also working closely with our stores and trunk show teams. You will understand each customer's preferences and requirements, provide personalised jewellery consultations, guide them through their purchase journey and build relationships that extend beyond a single transaction.
Key Responsibilities
Manage customer relationships across online, store and trunk show touchpoints, ensuring a seamless and consistent brand experience.
Respond to customer enquiries through messaging and phone with warmth, professionalism and timely follow-up.
Understand customer needs, personal style, preferences and occasions to provide personalised jewellery recommendations and consultations.
Present and communicate the value of Aurus and MOI products, highlighting their luxury, quality, design and craftsmanship.
Own the customer journey from initial enquiry through purchase, collaborating with the order processing team to ensure smooth order fulfillment and delivery.
Proactively follow up with customers, manage open enquiries and ensure timely resolution of questions or concerns.
Build long-term relationships with customers and drive customer engagement, retention and repeat purchases through thoughtful clienteling.
Identify relevant opportunities for cross-selling and upselling based on genuine customer needs and preferences.
Maintain accurate customer profiles, interactions, preferences and purchase history in the CRM.
Capture customer feedback and insights, sharing them with the product design and marketing teams to improve the customer experience.
Collaborate closely with internal teams to ensure smooth order processing, fulfilment and resolution of customer issues.
Develop a strong understanding of Aurus and MOI's products, design philosophy, craftsmanship and brand stories, and stay informed about jewellery and fashion trends.
Qualifications & Skills
2–5 years of experience in customer relationship management, client servicing, customer experience, e-commerce, luxury/premium retail, jewellery, fashion or hospitality.
Excellent written and verbal communication skills with a natural ability to build rapport and trust.
Strong customer-centric mindset with excellent listening, problem-solving and follow-up skills.
Consultative approach to customer interactions with the ability to balance customer experience and commercial objectives.
Comfortable using CRM, WhatsApp, Instagram, chat, telephony and other customer engagement platforms.
Highly organised, detail-oriented and able to manage multiple customers and conversations simultaneously.
Fashion-forward with an interest in jewellery, design, styling and emerging trends.
Proactive, empathetic and comfortable taking ownership of the customer experience from enquiry to resolution.
About Aurus & MOI
A tight-knit group of passionate dreamers.
Rooted in craft and design, Aurus and MOI are our worldview on design in general and history in particular, through a range of fine jewellery. We are a company of jewellery geeks, designers, visual thinkers and engineers - all with a shared passion to pursue excellence in what we do with our lives.
We work in a collaborative setup where every creative mind has a seat at the table, as we discover and determine ways to consistently offer a young, fresh and unique voice in the traditional legacy-led jewellery industry.
Websites: www.aurusjewels.com | www.vibewithmoi.com
Instagram: @aurus.jewels | @moi.vibe
Job Type: Full-time, Permanent

Work arrangement
No