Position Description

Job Title: Customer Service Representative

Reports To: Retail Supervisor

Department: CX Retail

Supervises: Direct: N/A Indirect: N/A

Interacts/Interfaces with: Internal: N/A External: 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.

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

• 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.
• Participate in projects as assigned by the Business

• Knowledge of basics of MS office.
• 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

• Diploma or Bachelor’s degree in any business related course or an equivalent.
• Previous experience in related position would be an added advantage.
• Able to operate in a performance driven organization
• Cultural awareness
• Knowledge of English