Sr. CSR (Senior Customer Service Representative) - Key Responsibilities (Points)Role Summary

- Implement retail SOPs and ensure a seamless customer shopping experience.
- Support achievement of store sales targets and operational excellence.
- Maintain retail standards, floor hygiene, and customer service standards.

Sales Responsibilities

- Drive sales budgets and sell-through targets for assigned brands.
- Review brand sales performance against targets and take corrective actions.
- Provide feedback on previous season product performance.
- Support initiatives to improve sales conversion and customer engagement.

Store Operations Responsibilities

- Adhere to all retail SOPs, operational processes, and omni-channel guidelines.
- Implement and maintain planograms as per company standards.
- Upload planogram photographs in Wooqer within defined timelines.
- Share planogram feedback and execute approved corrective measures.
- Ensure Visual Merchandising (VM) guidelines are followed.
- Use appropriate fixtures, hangers, stickers, and displays.
- Conduct competitor visits and share market intelligence.
- Assist in cashiering activities and support the no-cashier model when required.
- Maintain floor hygiene, retail standards, and store presentation.

Stock Management Responsibilities

- Receive stock as per inward stock procedures.
- Report stock discrepancies immediately.
- Pick, pack, and hand over stock as per outward stock processes.
- Conduct perpetual inventory checks and global stock counts.
- Monitor and control stock shrinkage and losses.
- Report theft, negligence, and stock damage cases.
- Ensure all merchandise has correct barcodes, price tags, and security tags.




- Identify and segregate damaged stock for necessary action.

Customer Service Responsibilities

- Follow customer service standards: Greet, Engage, and Convert.
- Address findings from mystery audits and implement improvements.
- Communicate ongoing marketing and promotional campaigns to customers.
- Share feedback on promotions with supervisors for further action.
- Ensure excellent customer shopping experience at all times.

People Management Responsibilities

- Guide and support Customer Service Representatives (CSRs).
- Assist team members on product knowledge, merchandising, stock mix, and option planning.
- Monitor brand staff availability and report shortages to supervisors.
- Support teamwork and ensure smooth floor operations.

Key Result Areas (KRAs)Finance

- Achieve sales targets for assigned brands.
- Control shrinkage, damage, and expiry-related losses.

Customer

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

Process

- Ensure compliance with planograms and retail standards.
- Maintain grooming, attendance, and punctuality standards.

People

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

Competencies RequiredFunctional 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 and organizing.
- Problem-solving.
- Collaboration and teamwork.
- Customer centricity.
- Effective communication.
- Self-development mindset.

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