CSR (Customer Service Representative)

Job Description (JD) – Senior CSR Expert (Ethnic Showroom – Head Office Role)

Designation: Senior CSR (Customer Service & Relations)
Department: Customer Relations / Retail Operations
Location: Head Office (with regular showroom visits)
Work Type: Full-Time

1. Job Purpose:

To oversee, monitor, and enhance customer service standards across all ethnic showrooms. The Sr. CSR Expert acts as the key link between Head Office and showroom teams, ensuring consistent customer satisfaction, training, and brand reputation.

2. Key Responsibilities:A. Customer Service Management:

• Supervise and support CSR teams across all ethnic showrooms.
• Review customer feedback, complaints, and service reports from branches.
• Ensure timely resolution of escalated customer issues from showrooms.
• Maintain uniform service standards and SOPs across outlets.

B. Training & Development:

• Conduct regular training sessions for showroom CSR teams on grooming, communication, and complaint handling.
• Create scripts, checklists, and best practice guidelines for customer handling.
• Evaluate performance of showroom CSR executives through mystery audits and feedback.

C. Customer Relations & Retention:

• Develop and monitor loyalty and relationship-building programs for premium customers.
• Analyze customer data and recommend engagement strategies to increase retention.
• Coordinate with CSR at showroom and focused on customer delight.

D. Coordination with H.O. Departments:

• Liaise with HR Depatment for CSR team staffing and appraisals on monthly basis.
• Coordinate with marketing for promotional offers and events if any.
• Work with operations team for service improvement and feedback loop implementation.

E. Reporting & Analysis:

• Prepare monthly reports on customer feedback, complaint analysis, and CSR performance.
• Share insights with management to improve overall showroom service experience.
• Ensure documentation of all service-related escalations and resolutions.

3. Key Performance Indicators (KPIs):

• Improvement in customer satisfaction score (CSAT/NPS)
• Reduction in customer complaints and escalations
• Training hours completed per CSR team
• Consistency in service standards across all outlets
• Positive customer feedback and retention metrics

Job Specification (JS) – Senior CSR Expert (H.O. Based)1. Education Qualification:

• Graduate / Post-Graduate in Management, Marketing, or Retail Operations.
• Preferred: Diploma in Customer Relations / Fashion Retail Management.

2. Experience:

• Minimum 5–8 years of experience in Customer Service / Retail Operations.
• At least 2–3 years in a supervisory or H.O. coordination role.
• Experience in ethnic wear / apparel / lifestyle retail industry preferred.

3. Skills Required: Air Hostess (if any is prefer)

Job Type: Permanent

Pay: Up to ₹30,000.00 per month

Language:

• English (Preferred)
• Hindi (Preferred)

Work Location: In person