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Role & responsibilities

Customer Greeting & Experience Management

- Welcome every customer entering the store with warmth and professionalism, setting a positive first impression from the door
- Understand customer needs proactively and guide them to the right product, service, or associate within the store
- Acknowledge and manage wait times; keep customers engaged and comfortable during peak hours
- Coordinate seamless handoffs between optometrists, sales associates, and the CRM desk

Grievance Resolution & Customer Recovery

- Own all in-store customer complaints from product defects and service delays to prescription concerns
- Resolve grievances at the store level within defined TATs; escalate with full context when required
- Maintain a complaint log and follow up post-resolution to confirm customer satisfaction

• Identify recurring complaint patterns and flag them to store leadership and the operations team

Difficult Customer Handling

- Manage irate or highly dissatisfied customers with empathy, patience, and solution orientation
- De-escalate tense situations through active listening and calm, composed communication
- Exercise judgment on goodwill gestures (replacement, priority service, escalation) within authorized limits

Store Experience & CRM Operations

- Maintain store ambience,



queue management, and signage in the customer-facing zone
- Capture customer feedback (NPS, in-store forms) and share weekly insights with the store team

• Track daily footfall, walk-in-to-conversion ratios, and complaint resolution metrics
- Coordinate with the post-sales and fulfilment team for order status updates and delivery queries

Preferred candidate profile Must-Have

- 24 years of experience in customer-facing roles — hospitality (hotel front desk, concierge), premium retail, airport lounge, or mall guest services
- Demonstrated ability to handle difficult, unhappy, or demanding customers with composure and empathy
- Fluency in Kannada and English; Hindi is a strong advantage
- Warm, approachable personality with a solution-first and ownership mindset
- Graduate in any discipline

Valuable to Have

- Background from premium malls (UB City, Phoenix, Palladium), 5-star hotel front desks (Taj, Oberoi, Leela), or airport lounges (Encalm, Plaza Premium)
- Familiarity with CRM tools, complaint ticketing systems, or basic store management software
- Prior exposure to eyewear, healthcare retail, or regulated product categories
- Comfort with basic data entry — logging complaints, updating resolution status, sharing daily report

📌 Customer Relationship Manager (Bangalore Rural)
🏢 Firstmeridian Global Services
📍 Bangalore Rural