Call Center Executive

JOB DESCRIPTION
CUSTOMER CALL EXECUTIVE – CUSTOMER REACTIVATION
Department: Sales / Customer Relationship
Position: Customer Call Executive
Experience: 1–3 Years preferred
Industry: Jewellery / Retail preferred
Location: Gurgaon
Employment Type: Full-Time
ROLE OVERVIEW
We are looking for a confident and energetic Customer Call Executive who will be responsible for contacting our existing and old customers, building relationships with them, understanding their current requirements, and bringing them back to the store for new purchases.
The main objective of this role is to reactivate old customers and generate repeat business through regular calling and follow-ups.
KEY RESPONSIBILITIES
Call existing and old customer databases on a daily basis.
Build a strong and friendly relationship with customers over the phone.
Inform customers about new jewellery collections, offers, occasions, and special launches.
Understand customer requirements, preferences, and upcoming purchase plans.
Identify customers who are likely to purchase and follow up accordingly.
Invite customers to visit the showroom/store.
Generate appointments and store visits through calling.
Follow up with customers who show interest but do not immediately purchase.
Maintain proper records of every customer interaction.
Update customer information, requirements, follow-up dates, and responses in Excel/CRM.
Coordinate with the sales team and hand over interested customers/leads.
Maintain regular follow-ups until the customer visits or makes a purchase.
Work towards achieving monthly calling, customer reactivation, appointment, and sales targets.
Take feedback from customers and share important insights with the management.
Maintain a professional and positive attitude while speaking with customers.
KEY PERFORMANCE INDICATORS (KPIs)
Performance will primarily be measured on:
Number of quality customer calls made.
Number of customers successfully reactivated.
Number of showroom visits/appointments generated.
Number of repeat customers generated.
Sales generated through existing customers.
Follow-up completion rate.
Customer response and relationship quality.
Monthly target achievement.
REQUIRED SKILLS
Excellent communication skills.
Confident and pleasant personality.
Good Hindi and English communication.
Strong convincing and follow-up ability.
Customer-friendly attitude.
Good listening skills.
Basic knowledge of Excel/CRM.
Ability to handle repeated calling and follow-ups with consistency.
Sales-oriented and target-driven mindset.
PREFERRED CANDIDATE
Someone who is:
Energetic and confident on calls.
Comfortable speaking with premium customers.
Good at convincing and building relationships.
Patient with follow-ups.
Responsible with customer data.
Highly motivated to achieve targets.
Previous experience in jewellery, luxury retail, telecalling, CRM, or sales will be an advantage.
WORKING STYLE
This is not just a telecalling role. The person will be responsible for converting the company's existing customer database into repeat customers, store visits, appointments, and sales.
The ideal candidate should think:
“Every old customer is a potential new sale.”
REPORTING
Reports To: Sales / Customer Relationship Manager
COMPENSATION
Salary: As per experience and capability + performance incentives.
GROWTH OPPORTUNITY
The candidate can grow into a Senior Customer Relationship Executive / Customer Relationship Manager role based on performance and results.

Work arrangement
No