Specific Attributes

Job Description: CRM Executive (Beauty & Skincare)

Position Summary

The CRM Executive is responsible for managing customer interactions across all online communication channels, delivering exceptional customer service, and supporting sales through timely and accurate responses. The role requires a strong understanding of beauty and skincare products to confidently recommend suitable products, answer customer queries, and provide a personalized customer experience.

Requirements

• Excellent written and verbal English communication skills. Additional language skills are an advantage.
• Strong knowledge of beauty, skincare products, ingredients, and common skin concerns.
• Ability to confidently recommend products based on customer needs.
• Excellent customer service, communication, and interpersonal skills.
• Basic computer proficiency and familiarity with CRM or ERP software (experience with Odoo is an advantage).
• Strong organizational skills, attention to detail, and the ability to multitask.
• Positive attitude, willingness to learn, and a customer-first mindset.

Responsibilities

Key Responsibilities

• Respond promptly and professionally to customer inquiries through social media, messaging platforms, email, and other communication channels.
• Provide accurate information on products, ingredients, skincare concerns, usage instructions, pricing, availability, and ongoing promotions.
• Recommend products based on customers' skin type, concerns, and needs while maintaining brand guidelines.
• Assist customers with placing orders and guide them through the purchasing process.
• Follow up on pending inquiries, abandoned carts, and after-sales support to ensure customer satisfaction.
• Record and update customer and order information in the CRM/ERP system.
• Coordinate with the sales, warehouse, finance, and logistics teams to ensure smooth order processing.
• Handle customer complaints professionally and escalate complex cases when necessary.
• Maintain excellent response times and ensure all customer messages are addressed promptly.
• Stay updated on the company's products, new launches, promotions, and current beauty and skincare trends.
• Prepare daily or weekly reports related to customer interactions, response performance, and sales.

Experience

1-2 years of experience in customer services

Education

Bachelor's degree or equivalent qualification.