Customer Service Executive

Customer Service Executive Job Description

• Handle customer inquiries, complaints, and concerns promptly, professionally, and courteously.
• Assist customers with product information, pricing, promotions, and order processing.
• Engage with and assist customers waiting inside the store, ensuring they are attended to and guided appropriately.
• Be available on the sales floor to proactively support customers with their queries, requests, and overall store experience.
• Maintain accurate customer records and update customer information as required.
• Coordinate with pharmacists, store teams, and other internal departments to address customer needs and resolve issues effectively.
• Stay up to date with product knowledge, promotions, services, and relevant industry trends to provide accurate information to customers.
• Identify complex customer issues and escalate them to the appropriate department or supervisor for timely resolution.
• Follow company policies, procedures, customer service standards, and compliance requirements at all times.
• Work towards achieving customer service goals and targets while continuously developing customer-handling and communication skills through training and coaching.
• Demonstrate a positive, approachable, and customer-focused attitude at all times.
• Maintain a professional appearance and adhere to 100% grooming and personal presentation standards as per company guidelines.
• The role involves working in different shifts based on business requirements, including weekends and public holidays when scheduled.
• Employees will have one scheduled day off per week, based on the approved duty roster.
• Must be flexible and willing to work across different shifts and adapt to changing operational requirements.
• The role requires standing and being present on the store floor for extended periods to remain readily available to customers.
• Ensure customers are not left unattended and proactively approach customers who may require assistance.
• Maintain professional body language, communication, and etiquette while interacting with customers.
• Strong verbal communication skills in English are required. Hindi-speaking candidates are preferred.
• Ability to communicate effectively with customers from diverse backgrounds and handle multiple customer interactions in a fast-paced retail environment.
• Demonstrate patience, empathy, active listening, and problem-solving skills when handling customer requests or complaints.
• Represent the company professionally and contribute to delivering a positive and consistent customer experience.

Key Requirements

• Strong customer service and interpersonal skills.
• Good verbal communication skills in English; Hindi-speaking candidates are preferred.
• Customer-focused approach with a positive and professional attitude.
• Willingness to work in shifts and according to the store duty roster.
• Comfortable working on the sales floor and standing for extended periods.
• Flexible, adaptable, and willing to support business requirements.
• High standards of grooming, personal presentation, and professional conduct.
• Ability to work effectively with different teams and manage multiple customer requests.