Customer Service Associates

Job Title: Customer Service Associate (CSA)

Department: Retail Operations

Reports To: Store Manager / Assistant Store Manager

Job Purpose

To deliver excellent customer service by assisting customers, driving sales through effective product recommendations, and ensuring smooth store operations.

Key Responsibilities

• Greet customers warmly and understand their needs.
• Provide accurate information about products, features, pricing, and promotions.
• Drive sales through upselling and cross-selling.
• Operate POS systems for billing, returns, and exchanges.
• Ensure proper display of merchandise and maintain store cleanliness.
• Handle customer queries and complaints professionally.
• Follow company policies, SOPs, and safety guidelines.
• Support inventory management and stock replenishment.

Key Skills & Competencies

• Strong communication and interpersonal skills
• Customer-focused attitude
• Basic computer and POS knowledge
• Sales orientation and negotiation skills
• Problem-solving ability
• Teamwork and adaptability

Qualifications & Experience

• Minimum 10th / 12th pass (graduate preferred)
• 04 years of experience in retail or customer-facing roles

Performance Indicators (KPIs)

• Customer satisfaction score
• Sales conversion rate / Average Bill Value (ABV)
• Billing accuracy
• Attendance and punctuality