Copilot said: Job Description 1. Basic Role Information

- Job Title: Senior Customer Service Representative (Sr. CSR)
- Department: Retail Operations
- Band: Executive
- Grade: A4
- Designation: Senior Assistant
- Education Required: Graduate
- Experience Required: 1 to 3 years in sales, preferably retail sales
- Location: Stores
- Reports To: Concept Manager
- Team Reporting: None
- Last Updated: 05-Feb-2019
- Approved By: Head - Retail Operations

2. Role Purpose

The Sr. CSR is responsible for:

- Following retail operating procedures (SOPs).
- Providing an excellent shopping experience to customers.
- Supporting the store in achieving sales targets.
- Maintaining store standards, stock accuracy, and customer service quality.

3. Main ResponsibilitiesA. Sales Responsibilities
1. Achieve sales targets for assigned brands.
2. Monitor brand sales performance against budget.
3. Take actions to improve sales when targets are not met.
4. Provide feedback on the performance of products from previous seasons.

B. Store Operations Responsibilities
1. Follow all retail SOPs and store standards.
2. Maintain store cleanliness and floor hygiene.
3. Follow omni-channel processes and guidelines.
4. Implement and maintain store planograms as instructed.
5. Upload planogram photos in Wooqer within timelines.
6. Share planogram-related feedback with the supervisor.
7. Implement approved corrective actions.
8. Follow Visual Merchandising (VM) guidelines.
9. Use the correct fixtures, hangers, stickers, and display materials.
10. Visit competitor stores and share information about their products and activities.
11. Support the cashiering process and assist in the no-cashier model whenever required.

C. Stock Management Responsibilities
1. Receive stock according to the stock inward process.
2. Report any stock discrepancies immediately.
3.



Pick and hand over stock following the stock outward process.
4. Conduct perpetual inventory and stock count activities.
5. Identify and control stock shrinkage.
6. Report stock loss caused by theft or negligence.
7. Ensure all items have:
- Correct barcode
- Price tag
- Security tag

- Identify damaged stock and take corrective action.

D. Customer Service Responsibilities
1. Follow customer service standards:
- Greet customers
- Engage customers
- Convert inquiries into sales

- Review mystery audit findings.
- Implement recommended corrective actions.
- Communicate current marketing promotions to customers.
- Share feedback on promotional activities with management.

E. People Support Responsibilities
1. Support and guide Customer Service Representatives (CSRs).
2. Assist team members with:
- Product knowledge
- Merchandising
- Stock mix
- Option planning

- Monitor brand staff availability.
- Report staff availability to the supervisor as required.

4. Key Result Areas (KRAs)Finance
- Achieve sales targets (top-line revenue).
- Control stock shrinkage, damage, and expiry.

Customer
- Achieve positive mystery audit results.
- Deliver excellent customer service.
- Meet customer service turnaround time (TAT) requirements.

Process
- Follow planogram standards.
- Maintain retail standards.
- Ensure proper grooming, attendance, and punctuality.

People
- Demonstrate company values and CREATE behaviors.
- Focus on self-development and learning.

5. Required CompetenciesFunctional Competencies
- Product and market knowledge
- Process knowledge
- Inventory handling
- Marketing and promotions
- Cashiering process

Behavioral Competencies
- Passion for results
- Attention to detail
- Numerical ability
- Planning skills
- Problem-solving skills
- Collaboration and teamwork
- Customer centricity
- Effective communication
- Self-development mindset

📌 Senior Assistant - CSR (Bengaluru)
🏢 Landmark Group
📍 Bengaluru