Customer Care Executive

Customer Service desk at Croma store job overview key responsiblites 

At Croma, the Customer Service Desk (CSD) role is focused on ensuring a smooth post-sales customer experience, handling queries, service coordination, billing support, and issue resolution.

Customer Service Desk – Job Overview

The Customer Service Desk Executive acts as the first point of contact for customers visiting the store for support, product-related concerns, deliveries, exchanges, installations, and service requests. The role requires strong communication skills, customer handling ability, coordination with internal teams, and basic system knowledge.

Key Responsibilities

Attend walk-in customers and resolve customer queries professionally.

Handle product complaints, service requests, returns, exchanges, and escalations as per company policy.

Coordinate with vendors, service centers, logistics, and store teams for issue resolution.

Process billing support, refunds, credit notes, and warranty-related documentation.

Track installations and deliveries to ensure timely customer service.

Maintain customer records and update service requests in the system.

Ensure smooth execution of AMC, extended warranty, and protection plan processes.

Follow up with customers regarding pending complaints or service updates.

Maintain TAT (Turn Around Time) and customer satisfaction standards.

Handle difficult customer situations calmly and escalate critical cases to the Store Manager or Operations team when required.

Support store operations during peak business hours when needed.

Ensure proper documentation and compliance with SOPs and audit requirements.

Required Skills

Good communication and interpersonal skills

Customer handling and conflict resolution

Basic computer knowledge (billing systems/MS Excel)

Coordination and multitasking ability

Patience and problem-solving mindset

Ability to work in rotational shifts and weekends

Preferred Qualification

Graduate or undergraduate with retail/customer service experience

Experience in retail, telecom, electronics, or hospitality is preferred

KPIs / Performance Parameters

Customer satisfaction score (CSAT)

Complaint resolution TAT

Installation & delivery closure

Escalation management

Service quality and process compliance

Customer retention/support experience

Career Growth

A Customer Service Desk Executive at Croma can grow into roles such as:

Senior CSD Executive

Store Operations Executive

Department Coordinator

Customer Experience Lead

Assistant Store Manager

HR/Operations Support roles (internal movement based on performance)

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