Responsibilities of the Candidate:

Welcome every customer entering the store with warmth and professionalism, creating a positive first impression.
Proactively understand customer needs and guide them to the right product, service, or associate within the store.
Acknowledge and manage customer wait times, keeping customers engaged and comfortable during peak hours.
Coordinate seamless handoffs between optometrists, sales associates, and the CRM desk.
Manage irate or highly dissatisfied customers with empathy, patience, and professionalism.
De-escalate tense situations through active listening and calm, composed communication.
Understand customer concerns and provide appropriate solutions within company guidelines.
Maintain store ambience, queue management, and signage in customer-facing areas.
Capture customer feedback through NPS, in-store forms, and other feedback channels.
Share weekly customer experience insights with the store team.
Track daily footfall, walk-in-to-conversion ratios, and complaint resolution metrics.
Coordinate with post-sales and fulfilment teams to provide order status updates and resolve delivery-related queries.
Resolve customer grievances at the store level within defined turnaround times (TATs).
Escalate unresolved complaints with complete context to the relevant teams.
Maintain an accurate complaint log and follow up after resolution to confirm customer satisfaction.
Identify recurring complaint patterns and share insights with store leadership and the operations team.

Requirements:

2–4 years of experience in customer-facing roles, preferably in hospitality, premium retail, airport lounges, or mall guest services.
Demonstrated ability to handle difficult, unhappy, or demanding customers with composure and empathy.
Fluency in Kannada and English. Hindi proficiency is an added advantage.
Warm, approachable personality with a solution-oriented and ownership-driven mindset.
Graduate in any discipline.
Strong communication, interpersonal, and problem-solving skills.