Walk-in || Customer Service Associate -Gourmet Retail Store

Job Description

Customer Service Associate Gourmet Retail Store

Department: Retail Operations
Designation: Customer Service Associate (CSA)
Function: Customer Service Associate
Reporting To: Store Manager

Job Purpose

To provide an excellent customer experience by assisting customers with product selection, queries, billing, store navigation and other service requirements while ensuring smooth and efficient store operations.

Key Responsibilities

1. Customer Service

• Greet and welcome customers with a warm and professional approach.
• Understand customer requirements and provide appropriate assistance.
• Assist customers in locating products and provide basic product information.
• Handle customer queries, feedback and complaints courteously and escalate unresolved issues to the Store Manager.
• Ensure a positive and memorable shopping experience for customers.
• Support customers with product recommendations based on their requirements.

2. Product & Store Operations

• Maintain adequate availability and proper display of products in the assigned area.
• Ensure products are neatly arranged, properly labelled and displayed as per merchandising guidelines.
• Check product expiry dates, MRP, packaging and overall product condition.
• Follow FIFO/FEFO practices wherever applicable, particularly for fresh and gourmet food products.
• Support replenishment of products from the backroom/store inventory.
• Maintain cleanliness, hygiene and presentation standards in the assigned area.

3. Billing & Checkout Support

• Assist customers at the checkout counter and ensure accurate billing.
• Handle cash, card, UPI and other approved payment modes as per company process.
• Ensure accurate packing and handover of products to customers.
• Support returns, exchanges and other customer transactions as per company policy.
• Maintain zero billing errors and follow cash-handling and security procedures.

4. Food Safety & Hygiene

• Follow all applicable food safety, hygiene and sanitation standards.
• Ensure proper handling and storage of food and gourmet products.
• Use appropriate hygiene practices while handling fresh, chilled and packaged food products.
• Immediately report damaged, expired or compromised products to the concerned supervisor.

5. Inventory & Loss Prevention

• Support stock counting and inventory-related activities.
• Report stock discrepancies, damages, shortages and near-expiry products.
• Follow company guidelines on shrinkage and loss prevention.
• Ensure products are handled carefully to minimise damages and wastage.

6. Customer Engagement & Sales

• Create awareness about promotions, offers, loyalty programmes and new products.
• Support cross-selling and up-selling opportunities while keeping customer needs at the centre.
• Achieve assigned customer service and sales-related targets/KPIs.
• Develop good product knowledge to confidently assist customers.

Required Skills & Competencies

• Good communication and interpersonal skills
• Customer-centric approach
• Basic numerical and billing skills
• Good listening and problem-solving ability
• Basic computer/POS knowledge
• Product awareness and willingness to learn
• Ability to work in a fast-paced retail environment
• Teamwork and coordination skills
• Positive attitude and professional grooming

Qualification & Experience

Qualification: Minimum 10+2; Graduate preferred.
Experience: 03 years of experience in retail, gourmet food, supermarket, hospitality or customer service preferred. Freshers with strong customer-service orientation may also be considered.

Work Requirements

• Willingness to work in rotational shifts, weekends and public holidays as per business requirements.
• Ability to stand and work on the shop floor for extended periods.
• Ability to handle customer-facing responsibilities in a fast-paced retail environment.