Job Description Store Associates CRO/CSE

1.

Sales Executive - CRO

POSITION DETAILS
Position Title

Sales Executive

Reporting To

Store Manager

Location

As per store location

Languages

As per language matrix

POSITION PURPOSE
The sales executive will be responsible for driving sales at the retail outlet and adhere to the
customer interaction and backend standard operating procedures of the retail outlet
KEY RELATIONSHIPS
Key Internal
Relationships

Store manager, sales executives, service executives, cashier

Key External
Relationships

Customers

QUALIFICATIONS
Education

Graduate/ Diploma holder in any discipline

0-6 Months of relevant work experience. Age: 20 yrs+
Relevant work experience includes:

Experience

Preferred experience in retail, consumer electronics, consumer

durables or telecom verticals

Experience in retail sales function/ strong interest and
understanding of sales function

General skills
required

Customer relationship management

Strong communication skills
Negotiation skills
Leadership skills

KEY SKILLS AND COMPETENCIES

Skill Category

Key Skills

Functional

Details of Key Skills

Understands & executes
standardized processes &

Adheres to standardized

procedures to be followed

store processes

across all sales area in the

store

Ensures product availability

on shelves

Support in effective
implementation of inventory
flow process including

indenting, receiving, physical

inventory verification and sales

Address products queries,

articulate customer needs,

Demonstrates product

conduct consultative selling

knowledge

towards addressing stated and

unstated customer needs

Strong selling skills, effective

communication, result
orientation towards meeting

Demonstrates required
Business

goals and targets, customer

selling skills

lifecycle management, selling

profitably

Minimizes costs
Displays & lives company

processes

Behaviour

processes to meet the

service

customers needs

2.

Identifies and implements

enhancements to the sales

provides good customer

Communication skills

Upholds company's culture and

values

culture
Customer orientation and

Reduces overheads and follows

Strong communication skills to

provide product knowledge and
ability to close deals

Service Executive - CSE

POSITION DETAILS
Position Title

Service Executive

Reporting To

Store Manager

Location

As per store location

Languages

As per language matrix

POSITION PURPOSE
The service executive will be responsible for identifying, researching and resolving customer
issues related to products and services and will adhere to the standard operating
procedures

KEY RELATIONSHIPS

Key Internal
Relationships

Store manager, sales executives, service executives, cashier

Key External
Relationships

Customers

QUALIFICATIONS
Education

Graduate/ Diploma holder in any discipline

0-6 Months of relevant work experience. Age: 18 yrs+

Experience

General skills
required

Relevant work experience includes:

Experience in telecom/ consumer electronics technical support

or customer service BPO

Preferred experience in customer service function

Customer relationship management

Strong communication skills
Technical product knowledge
Analytical skills for issue identification and resolution

KEY SKILLS AND COMPETENCIES

Skill Category

Key Skills

Functional

Details of Key Skills

Understands & executes
standardized processes &

Adheres to standardized

procedures to be followed

store processes

across all service areas of store

and ensures compliance

Ability to identify, research,

and resolve customer issues
related to products and

Ensures effective customer

services and follow up on

service

customer inquiries not

immediately resolved

Demonstrates product

Basic knowledge of product

hardware and software for

knowledge

issue identification

Ability to offer alternative and

innovative solutions where

Innovative solutions

appropriate with the objective

of retaining customers

Ability to gather customers

information and determine the
technical hardware/ software

Analyse and resolve issues

issue by evaluating and

analyzing the symptoms

Research

Ability to research required

information for query

resolution using available
resources
Displays & lives company

Upholds company's culture and

values

culture

Ability to deal effectively with

customers in antagonistic

Customer orientation and

situations, using appropriate

provides good customer

interpersonal styles and

service

methods to reduce tension or

conflict

Behaviour

provide efficient issue

Communication skills

resolution

Problem solving skills

Strong communication skills to

Exhibit problem solving skills

required to formulate effective
customer solutions