Customer Service Executive.Operations.Aster Pharmacy 1 - Br of Aster Pharmacies Group LLC

Role Overview

Customer Service Executive at Aster Pharmacy 1, a branch of Aster Pharmacies Group LLC, under Aster DM Health Care. The role is based at the pharmacy location and focuses on delivering excellent customer service across in-store operations.

Role Purpose

To provide prompt, professional, and courteous service to pharmacy customers by handling inquiries and complaints, offering product guidance, and ensuring a positive store experience while maintaining high standards of customer care and professional conduct.

Key Responsibilities

Customer Service & Engagement

• Handle customer inquiries, complaints, and concerns promptly, professionally, and courteously.
• Assist customers with product information, pricing, promotions, and order processing.
• Engage with and assist customers waiting inside the store, ensuring they are attended to and guided appropriately.
• Be available on the sales floor to proactively support customers with their queries, requests, and overall store experience.
• Ensure customers are not left unattended and proactively approach customers who may require assistance.
• Maintain professional body language, communication, and etiquette while interacting with customers.
• Represent the company professionally and contribute to delivering a positive and consistent customer experience.
• Demonstrate a positive, approachable, and customer-focused attitude at all times.

Knowledge & Continuous Improvement

• Stay up to date with product knowledge, promotions, services, and relevant industry trends to provide accurate information to customers.
• Work towards achieving customer service goals and targets while continuously developing customer-handling and communication skills through training and coaching.

Records & Coordination

• Maintain accurate customer records and update customer information as required.
• Coordinate with pharmacists, store teams, and other internal departments to address customer needs and resolve issues effectively.
• Identify complex customer issues and escalate them to the appropriate department or supervisor for timely resolution.

Compliance & Standards

• Follow company policies, procedures, customer service standards, and compliance requirements at all times.
• Maintain a professional appearance and adhere to 100% grooming and personal presentation standards as per company guidelines.

Skills & Competencies

• Strong customer service and interpersonal skills.
• Strong verbal communication skills in English; Hindi-speaking candidates are preferred.
• Ability to communicate effectively with customers from diverse backgrounds and handle multiple customer interactions in a fast-paced retail environment.
• Demonstrate patience, empathy, active listening, and problem-solving skills when handling customer requests or complaints.
• Ability to work effectively with different teams and manage multiple customer requests.

Additional Information

• The role involves working in different shifts based on business requirements, including weekends and public holidays when scheduled.
• Employees will have one scheduled day off per week, based on the approved duty roster.
• Must be flexible and willing to work across different shifts and adapt to changing operational requirements.
• The role requires standing and being present on the store floor for extended periods to remain readily available to customers.
• Comfortable working on the sales floor and standing for extended periods.
• Willingness to work in shifts and according to the store duty roster.