Senior Officer - Purchase Assistance Call Centre (1800)

Requisition ID 1800 - Posted

IC/PM

Individual Contributor Role

Company Profile

Jaquar Group is a prominent Indian conglomerate established in 1960 that operates in the bathroom and lighting industry headquartered in Manesar and has a global presence with manufacturing facilities, subsidiaries, and distribution networks in various countries. Jaquar has grown to become one of the leading manufacturers of premium bathroom fittings, sanitary ware, faucets, showers, wellness products, and lighting solutions.
Artize, a luxury brand under Jaquar Group, represents elegance and sophistication in bathroom solutions. With a strong presence in premium markets, Artize combines cutting-edge technology with timeless design to deliver exceptional experiences.

Our Values

At Jaquar Group, our values guide everything we do. As part of our team, you will be expected to uphold these principles:

• Passion for technology – We innovate continuously
• Highest quality standards – We strive for excellence
• Building strong relationships – We value lasting partnerships
• Excellent customer service – We prioritize customer satisfaction
• Taking care of our people – We support and nurture our team
• Integrity – We uphold the highest ethical standards

About the Role

The Customer Engagement Executive is responsible for delivering high-quality customer interactions, understanding requirements, and recommending suitable Jaquar Bath and Light solutions. The role involves effective communication, lead management, and coordination with Jaquar's sales network to drive conversions and ensure customer satisfaction.

Key Responsibilities

• Maintain high-quality customer interactions aligned with Jaquar Group standards.
• Handle inbound and outbound calls to understand customer requirements and offer appropriate Jaquar Bath + Light solutions.
• Develop complete product knowledge across Jaquar's bath and light categories.
• Promote, upgrade, and cross-sell Jaquar Group brands and verticals during customer conversations.
• Follow approved call scripts while ensuring empathy, persuasion, and need-based recommendations.
• Accurately record customer details, interaction notes, and lead status in the CRM.
• Route leads to relevant Jaquar World, Orientation Centre, or dealer network as per SOP.
• Conduct regular follow-ups to drive store visits or connect customers with sales representatives.
• Take end-to-end ownership of customer leads to support final sales closure.
• Maintain adherence to login hours, call handling efficiency, and real-time data accuracy.
• Consistently meet KPIs on call quality, lead accuracy, follow-ups, and customer satisfaction.
• Participate in product, technology, and process training to ensure service excellence..
• Visit Jaquar World (JW) / Orientation Centres (OC) for on-ground training and customer insight.

Key Attributes

• Strong leadership and strategic planning skills
• Excellent communication and relationship management
• Ability to drive sales growth and manage teams effectively
• Analytical mindset with market research expertise
• Call center currently supports English and Hindi.
• Candidates familiar with Kannada / Tamil / Malayalam preferred due to higher customer footfall from Southern India; however, vernacular language skills are not mandatory.
• For the rest of India, English and Hindi proficiency is sufficient

Competencies

Qualifications and Experience

• Graduate or above with strong communication skills.
• 3–5 years of experience in CRM management and handling high call volumes preferred.

Company Commitment to Equal Opportunity Employment

Jaquar Group is committed to fostering a diverse and inclusive workplace and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, national orientation or disability.

Reach Us At

Jaquar and Company Private Limited
Plot No.3, Sector – 11, IMT Manesar
Gurgaon, Haryana – 122050