Customer Experience Associate

3 days ago

Kozhikode, Kerala, India COSMOS SPORTS WORLD LLP Full time ₹ 17,28,000 - ₹ 2,59,20,000 per year

Job Summary:

The Customer Experience Executive is responsible for creating a welcoming environment for all customers, ensuring they receive prompt assistance, and guiding them to the appropriate products or departments. This role also includes collecting feedback from customers who do not make a purchase, managing phone inquiries, and supporting the Store Manager with customer insights to improve store performance.

Key Responsibilities:

  1. Customer Greeting & Assistance

  2. Warmly greet every customer entering the store.

  3. Understand their requirements and direct them to the suitable section, product category, or staff member.

  4. Ensure each customer feels attended to and valued throughout their visit.

  5. Customer Feedback Collection

  6. Interact with customers who leave the store without making a purchase.

  7. Gather feedback regarding their experience, product availability, pricing concerns, or any issues faced.

  8. Document and report all collected feedback to the Store Manager for review and corrective action.

  9. Phone Call Handling

  10. Attend all inbound customer calls promptly and professionally.

  11. Provide accurate information about products, pricing, offers, or store services.

  12. Maintain courteous communication and ensure quick resolution of customer queries.

  13. GMB (Google My Business) Management

  14. Respond to customer reviews, queries, and messages on GMB.

  15. Encourage satisfied customers to share positive reviews.

  16. Escalate critical feedback to the Store Manager for resolution.

  17. In-Store Customer Experience

  18. Greet customers warmly on arrival and ensure a pleasant closing interaction.

  19. Create a friendly, helpful environment that makes every visitor feel valued.

  20. Support the store team in maintaining a high standard of customer service and store ambience.

  21. Lead & Walk-In Support

  22. Assist in tracking customer leads and converting them into store visits when needed.

  23. Support follow-up communication for customers seeking updates on products or offers.

Key Result Areas (KRAs):

  • Quality of Customer Greeting & Assistance
  • Customer Feedback Collection & Reporting Accuracy
  • Response Time and Effectiveness in Handling Phone Calls
  • Contribution to Improving Customer Satisfaction and Store Experience
  • Lead Conversion Rate (Leads to Walk-ins)

Preferred Skills:

  • Excellent communication and interpersonal skills
  • Friendly, positive, and customer-first attitude
  • Confident in handling phone calls and in-person interactions
  • Good follow-up and coordination ability
  • Basic understanding of CRM tools or customer tracking (preferred)

Qualifications & Experience:

  • Graduate (any discipline)
  • 0–3 years of experience in customer service, retail, or front office roles (preferably in retail or sports sector)

Job Types: Full-time, Permanent

Pay: ₹12, ₹15,000.00 per month

Work Location: In person

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