Customer Relations Officer

Vac. Id: 7240

Job Description:

Process Contributions
Process Contribution	Process Outcome	Performance Measure
Sales: Product Sales
1. Receive and engage with the customer to understand the customer’s requirement2. Introduce the various product offering to the customers and facilitate customer buying decision3. Prepare the estimate of the products selected and completing the sales transaction4. Achieve category wise sales target for the allocated section5. Assist the customer in a sales return or repair work	· Store operating policy	· Increase in customer satisfaction score· Increase in revenue
Sales: Retail Operations: Store Management
1. Adhere to the standard operating procedures in the store2. Adhere to cost savings practices undertaken in the store3. Count and maintain the account of stock daily by managing the record of the opening stock and closing stock in the section allocated Report the sold sock and ensure the stock replenishment4. Ensure proper and attractive display of the products at the appropriate counter5. Transfer the stock to the locker at the close of the day6. Maintain safety of products displayed to customers and communicate promptly to the superiors about any potential theft7. Monitor the dead stock and liaison with the store manager to minimise the same8. Provide support to the marketing team, VM team and IRSG teams in ensuring the compliance of the store and improve footfall9. Develop and maintain relationship and network with competitors to leverage leading practices & learning to improve store level processes	· Store management	· Adherence to policies
Sales: Retail Operations: Feedback management
1. Collate and relay customer feedback to the corporate teams like the merchandising, retail operations etc. to improve customer satisfaction and store ratings	· Feedback mechanism	· Increase in customer satisfaction score
Retail operations: Field sales operations management: Customer complaint resolution
1. Manage customer queries and complaints as per the company guidelines	· Complaint resolution policy	· Customer satisfaction scores
Process Contributions
Process Contributions
Process Contribution	Process Outcome	Performance Measure
Sales: Product Sales
1. Receive and engage with the customer to understand the customer’s requirement2. Introduce the various product offering to the customers and facilitate customer buying decision3. Prepare the estimate of the products selected and completing the sales transaction4. Achieve category wise sales target for the allocated section5. Assist the customer in a sales return or repair work	· Store operating policy	· Increase in customer satisfaction score· Increase in revenue
Sales: Retail Operations: Store Management
1. Adhere to the standard operating procedures in the store2. Adhere to cost savings practices undertaken in the store3. Count and maintain the account of stock daily by managing the record of the opening stock and closing stock in the section allocated Report the sold sock and ensure the stock replenishment4. Ensure proper and attractive display of the products at the appropriate counter5. Transfer the stock to the locker at the close of the day6. Maintain safety of products displayed to customers and communicate promptly to the superiors about any potential theft7. Monitor the dead stock and liaison with the store manager to minimise the same8. Provide support to the marketing team, VM team and IRSG teams in ensuring the compliance of the store and improve footfall9. Develop and maintain relationship and network with competitors to leverage leading practices & learning to improve store level processes	· Store management	· Adherence to policies
Sales: Retail Operations: Feedback management
1. Collate and relay customer feedback to the corporate teams like the merchandising, retail operations etc. to improve customer satisfaction and store ratings	· Feedback mechanism	· Increase in customer satisfaction score
Retail operations: Field sales operations management: Customer complaint resolution
1. Manage customer queries and complaints as per the company guidelines	· Complaint resolution policy	· Customer satisfaction scores

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Titan Company Limited is an Indian luxury products company that mainly manufactures fashion accessories such as jewellery, watches and eyewear.