CUSTOMER SERVICE REPRESENTATIVE
Position Description
Job Title: Customer Service Representative
Reports To: Retail Supervisor
Department: CX Retail
Supervises: Direct: Indirect:
N/A N/A
Interacts/Interfaces
with:
Internal: External:
N/A N/A
Job Purpose
Receive and respond to customer queries and enquiries and address these in a manner that
ensures customer satisfaction and achieve set MOM sales targets
Responsibilities
Achieve set Sales and Revenue Targets
Receive performance targets from the Supervisor and agree action plans for
achieving such targets.
Assess own performance against set targets, establish the cause for shortfalls if any
and take remedial action.
Achieve sales and revenue targets set on a monthly basis
Maintain quality and supportive relationships with colleagues, which promote the delivery of
quality service to customers
Develop and maintain positive relationships with and co- workers.
Participate in team actives including meetings, tests; seek/share knowledge with
colleagues, including customer feedback, processes and systems.
Consistently monitor service delivery within the shop to ensure that clients are
served promptly.
If any ensure set CSAT targets
Provide quality service to customers
Maintain accurate and easily accessible information on products and services
Brief customers on products and services.
Up-sale and cross sell products during contact with customers.
Receive and address customer queries and complaints promptly.
Where necessary escalate the problem for resolution.
Follow up escalated problems to ensure timely resolution to give feedback.
Stock Management process
Receive stock and safely keep it under custody for any stock on hand.
Prepare accurate daily till sheets and submit to the Supervisor.
Carry out daily reconciliation of all stock items and declare any exceptions.
Ensure daily banking of cash sales are done to the Supervisor.
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JOB DESCRIPTION
Additional Duties and Responsibilities
Participate in projects as assigned by the Business
Person Specification
Education, Training,
Skills & Experience
Educational Level
Must have
Diploma or Bachelor’s degree in any business related course or an equivalent.
Working Experience
Must have
Knowledge of basics of MS office.
Previous experience in related position would be an added advantage.
Able to operate in a performance driven organization
Cultural awareness
Knowledge of English
Skills critical to the role
Highly Customer focused
Business awareness
Analytical skills
Good planning and organizational skills
Excellent interpersonal skills
Sets high personal standards and is goal oriented
Excellent communications skills, both orally and in writing
Excellent presentation skills