Job Description

Position Title: Customer Service Associate (CSA)

Department: Sales & Customer Service

Location: Trends Apparel Store

Reports To: Department Manager / Store Manager

Employment Type: Full-Time

Experience Required: 0-2 years in retail/customer service

Position Overview

The Customer Service Associate is responsible for delivering exceptional customer service, driving sales, and maintaining store standards at Trends Apparel Store. The role involves assisting customers with their shopping needs, maintaining merchandise displays, and ensuring a positive shopping experience that reflects the Trends brand values.

Key Responsibilities

Customer Service & Sales

• Greet customers warmly and provide personalized assistance throughout their shopping journey
• Understand customer needs and recommend appropriate apparel and accessories
• Demonstrate product knowledge including fabric, fit, care instructions, and styling suggestions
• Achieve individual and team sales targets through effective selling techniques
• Handle customer inquiries, complaints, and returns professionally and efficiently
• Build and maintain customer relationships to encourage repeat business
• Process transactions accurately using the Point of Sale (POS) system
• Inform customers about ongoing promotions, loyalty programs, and special offers

Store Operations & Maintenance

• Maintain visual merchandising standards as per company guidelines
• Ensure merchandise is properly displayed, priced, and accessible to customers
• Conduct regular stock checks and participate in inventory management
• Replenish merchandise on the sales floor from the stockroom as needed
• Maintain cleanliness and organization of assigned sections/departments
• Ensure fitting rooms are clean, organized, and customer-ready at all times
• Follow cash handling procedures and maintain till accuracy

Product & Inventory Management

• Assist in receiving, checking, and organizing new merchandise deliveries
• Ensure proper tagging, labeling, and security measures for all products
• Report damaged, defective, or missing items to the Department Manager
• Participate in monthly/quarterly stock-taking activities
• Maintain awareness of stock availability to provide accurate information to customers

Compliance & Standards

• Adhere to company policies, procedures, and code of conduct
• Follow safety and security protocols to prevent theft and ensure a safe environment
• Maintain professional appearance and grooming standards as per company dress code
• Complete assigned daily tasks within specified timelines
• Report daily task completion status to SM/DM at end of shift

Team Collaboration

• Work collaboratively with team members to achieve store objectives
• Participate in team meetings, training sessions, and store events
• Support colleagues during peak hours and high-traffic periods
• Share customer feedback and market insights with management

Key Performance Indicators (KPIs)

• Sales achievement against individual and team targets
• Customer satisfaction scores and feedback
• Average transaction value and units per transaction
• Task completion rate and adherence to timelines
• Attendance and punctuality
• Visual merchandising compliance
• Till accuracy and cash handling
• Product knowledge assessment scores

Required Qualifications & Skills

Educational Qualification

• Minimum Required: 12th Pass (Higher Secondary Certificate)
• Graduation is desirable but not mandatory

Experience

• 0-2 years of experience in retail, customer service, or hospitality
• Freshers with strong customer orientation are encouraged to apply

Skills & Competencies

Essential:

• Excellent communication and interpersonal skills
• Customer-focused attitude with a passion for fashion/apparel
• Basic numeracy and cash handling ability
• Ability to work in a fast-paced retail environment
• Team player with a positive attitude
• Flexibility to work in shifts, weekends, and holidays

Desirable:

• Knowledge of fashion trends and styling
• Regional language proficiency (as per store location)
• Prior experience with POS systems
• Sales and persuasion skills
• Problem-solving ability

Physical Requirements

• Ability to stand for extended periods (6-8 hours)
• Ability to lift and move merchandise (up to 10-15 kg)
• Mobility to move around the store floor throughout the shift
• Visual acuity for merchandise inspection and display arrangement

Working Conditions

• Work Schedule: Rotational shifts including weekends and public holidays
• Working Hours: 8-9 hours per day (as per shift roster)
• Environment: Air-conditioned retail store with moderate noise levels
• Peak Periods: Extended hours during festive seasons and sale periods

Behavioral Competencies

• Customer Focus: Demonstrates genuine care for customer needs and satisfaction
• Integrity: Maintains honesty and ethical standards in all interactions
• Adaptability: Adjusts to changing priorities and business needs
• Initiative: Takes ownership of tasks and proactively seeks solutions
• Learning Agility: Shows willingness to learn and apply new skills
• Professionalism: Represents the Trends brand positively at all times

Career Progression Path

CSA → Senior CSA → Department Manager → Store Manager

Compensation & Benefits

• Competitive salary as per industry standards
• Performance-based incentives
• Employee discount on Trends merchandise
• Health insurance coverage (as per company policy)
• Paid leave and holidays
• Training and development opportunities
• Career growth prospects within the organization

Application Process

Interested candidates meeting the above requirements may apply through:

• Expertia Platform (Internal Job Portal)
• Walk-in interviews at store location
• Email: [HR Email Address]
• Contact: [HR Contact Number]

Note: This job description is intended to describe the general nature and level of work being performed. It is not an exhaustive list of all responsibilities, duties, and skills required. Management reserves the right to modify, add, or remove duties as necessary.

Prepared by: HR Department - Udaya Kumar, Mobile number - 6360043625, Email - udaya7.kumar@ril.com

Date: December 2025

Approved by: State Head