Customer Care Associate

POSITION

Customer Care Associate

NATURE OF JOB/ASSIGNMENT

1. Customer service.
2. Product knowledge
3. Preparation of sale.
4. Data base of customer
5. Competitor knowledge.

LOCATION

Find below walk in details :

Surat

Nilkamal Homes Nilkamal Ltd ,Crossway Mall , 3rd Floor, Above tata Croma, Ram Chowk, Ghoddod Road , Surat 395007.

Tushar Chaudhari : 02612235702

EDUCATION Mandatory Preferable HSC pass/ Graduate

EXPERIENCE Fresher or 2 years to 5 years .

EXPOSURE
Prior experience of working in a retail setup pref.

KEY RESPONSIBILITIES:

1. Customer Service

• The host has to approach Customers with a smile, greet him cheerfully and understand his needs empathetically.
• He/ She has to listen actively all queries and objections of the customer and handle them efficiently to the satisfaction of the customer.
• The host has to religiously obtain customer’s valued feedback and data in the prescribed format.
• The host has to maintain customer database with product details in the follow up register.
• The role involves writing down customers’ requirement, which may not be available and ensure availability of such stock and give immediate feedback to the customers.
• The role includes listening actively to all Customer Queries, Suggestions, Grievance and Complaints and redressing them effectively.
• The host has to deal effectively with angry or discourteous Customers in a polite, but firm manner.
• The host has to develop and retain loyal customers by developing effective relations and maintaining their database and being in touch.
• Exit interview of the customers who have not purchased and share feedback with the SM.

2. Consultative Selling

• To help the Customer enthusiastically in the process of locating the merchandise and suitably recommending as per his needs and profile.
• To describe the features of the product and its utility, energetically and thus help the Customer to make a buying decision.
• To develop clear understanding of Customer’s latent needs proactively and suggest add-on products.
• Suggest (Link / Upsell) relevant accessories pertaining to the product chosen by the customer.
• To inform the customers about the finance options available.

To inform the customers about the ongoing promotions / offers in the store.

3.Store Operations

a) To maintain high standard of cleanliness of the Store by ensuring merchandise and trading areas are always clean, all displays are proper, and counter, tables, shelves are properly organized.
b) To develop clear understanding of the Store Processes, knowledge of policies regarding payment & exchanges.
c) To ensure price tags, bar codes, sinages are available on all Merchandise and visual display is done innovatively.
d) To count the current stock of Merchandise accurately and display as per the planogram.
e) To identify incomplete range on display and properly check the barcodes and price
tags on all the items.
f) To keep track and informed immediate manager about the Aging, Non-moving and Slow-moving Stock at the Stores.
g) Monthly Competitor study (detailed) on ranges, stocks, price, space, new products and promotions.
h) To be always vigilant and keep a continuous watch in order to ensure safety of all merchandise in the Store.

4.Interior Planning

a) Understanding the Home Planning Software
b) Understand specifications given by customer and gain insights as to how to start and what the ultimate outcome should be.
c) Understand and consult with the customer to see what type or style of furniture they are looking to go with in their room.
d) Give creative suggestions to the customers for making proper choices with respect to the products.
e) If required, visit the Customer’s place and have a better understanding of the Customer’s needs.
f) Co-ordinate with the concerned person at HO for updation of product photos on the software, if required.
g) Study the product specifications and dimensions in detail for better suggestive selling.

5. Other Responsibilities

To develop the spirit of being Self Disciplined: -
a) By abiding by the company’s rules, policies, systems & practices.
b) By setting a high standard of attendance and punctuality.
c) By effectively following instructions of the seniors.
d) By following the grooming standards and uniform policy.
e) By setting example of high standard of integrity

• As when required, the job holder may undertake duties such as, assisting in layout including moving and assembling of fixtures and counters.
• Assist in visual merchandising / promotions inside and outside the store.
• To assist in the stock taking process.
• To carry out any other ancillary or related jobs.

REPORTING TO
Store Manager

Interested candidates can share their updated CV on suchita.bhagat@nilkamal.com