JOB DUTIES:

Customer Service & Engagement

• Greet customers in a friendly and professional manner.
• Remember regulars and greet repeat customers by name.
• Offer proactive assistance to shoppers (offer basket/shopping cart, help selecting products etc.).
• Assist customers with inquiries about products, promotions and store policies.
• Provide guidance on store layout, product availability and special offers.
• Ensure a seamless customer journey from entry to post-visit follow-up.

Relationship Management

• Build rapport with regular customers and address their specific needs.
• Encourage feedback on service, product selection, and store cleanliness.

Complaint Resolution & Service Recovery

• Listen attentively to customer concerns and resolve issues promptly and effectively (when able).
• Escalate complex issues to duty managers when necessary.
• Check back with dissatisfied customers to ensure they’re satisfied with the resolution.

Loyalty & Retention

• Actively promote and explain loyalty program benefits.
• Identify opportunities for upselling/cross-selling (e.g suggesting complementary products).
• Gather and document customer feedback for service improvement.

Operational Support

• Communicate any breach in store environment standards (e.g., cleanliness, product displays, ambiance) to duty managers.
• Monitor queue at check-out counter during peak time.
• Share customer insights with operational team to improve service consistency.