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Description:

Job Purpose

The Customer Service Assistant will be responsible for assisting our customers with their inquiries and ensuring they have a positive experience with our company. Work closely with our sales and support teams to provide the best possible service to our customers. Take charge of welcoming retail customers (either physical, online or telephone) to the branch, responding to their enquiries, orienting them to the company products and providing information that helps them in making purchasing decisions. Enquire and understand the customer’s needs and requirements.

Summary of Key Responsibilities:

• Handle incoming customer inquiries physically of  via phone, email, and online chatting platforms
• Liaise with stores and workshop department and ensure that the correct goods and services are provided in an efficient and timely manner.
• Assist customers with placing orders, tracking shipments, and processing returns
• Provide accurate and timely responses to customer questions and concerns
• Assist with returns including checking/verification, quality control and storage and completing all appropriate documentation/data entry
• Follow cash handling procedures and use the electronic point of sale system to ensure accurate recording of sales, stock throughput and stock levels.
• Maintain accurate records, in accordance with applicable criteria and guidelines
• Ensuring the retail outlet, products and displays are clean and tidy at all times
• Resolve customer complaints and issues in a professional and efficient manner
• Recommend and select the right product to suit the customer’s requirements.
• Explain the product technical features and benefits to the customer; you may also have to demonstrate the use and operation of the product.
• Cross sell other products by highlighting on their benefits in relation to the products being purchased.
• Offer correct value propositions to help them make correct purchasing decisions. Upon completion of the transaction, ensure that accurate documentation is done and payment is collected.
• Develop a rapport with the customer to encourage future business.
• Maintain accurate customer records and ensure all customer data is up to date
• Work closely with our sales and support teams to provide the best possible customer experience
• Identify opportunities to improve our customer service and make recommendations to management
• Learn the technical details and features of the products and services that the company offers

Required Skills and Competencies

• Excellent communication and interpersonal skills
• Ability to multitask and work in a fast-paced environment
• Strong problem-solving skills and ability to think critically
• Knowledge of Microsoft Office and customer service software
• Ability to work well in a team and independently
• Team Player
• Persuading and influencing skills 

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Primary Areas of Accountability: