SENIOR CUSTOMER SERVICE REPRESENTATIVE – FRONT STORE (WESTMORELAND)

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REPORTS TO:                Assistant Store Manager

DIRECT REPORTS:     Store Associates

 

PURPOSE OF JOB:

This position is responsible for ensuring customer satisfaction on the shop floor and at the check-out point.  The incumbent MUST RESIDE IN THE PARISH OF WESTMORELAND.

 

KEY OUTPUTS/DELIVERABLES:

  • Customer Satisfaction
  • Timely completion of Performance/Probationary Evaluation as per company policy
  • Product availability at Customer Service Desk

PRINCIPAL RESPONSIBILITIES:

  • Address customer complaints in a timely manner and in accordance with company policy.
  • Training of new Customer Service Representatives and Store Associates on duties and customer service requirements.
  • Conduct probationary/performance evaluation and developmental plans for direct reports.
  • Supervise shop floor and oversee both internal and external merchandisers.
  • Conduct regular price audits and monitor stock outs and rotation of the goods on the shelf.
  • Answer telephones courteously and either route calls to the appropriate department/party or take written messages.
  • Ensure the timely check out of customers.
  • Prepare work schedules for staff ensuring optimization of the profitability of the business when required.
  • Ensure direct reports meet the minimum requirements of law.
  • Ensure proper utilization of customer feedback notebooks and forward information to Store Manager.
  • Ensure voids, price checks and discounts are handled efficiently and without delays.
  • Ensure the efficient use of supplies.
  • Ensure that return-to-stock items are handled in a prompt and orderly manner with the most immediate attention given to refrigerated and other perishable items.
  • Conduct random audits of Customer Service Representatives cash.
  • Ensure Safety Rules and Regulations are observed at all times and the requisite steps are taken as per policy in the event of an accident.
  • Participate in stock taking exercises.

PERFORMANCE CRITERIA:

  • Number of customer complaints
  • Deportment
  • Customer Service Audit Results

MINIMUM EDUCATION AND EXPERIENCE

  • 4 CXC/GCE including Mathematics and English or its equivalent.
  • At least one (1) year’s experience in a supervisory capacity.
  • At least three (3) years’ in a customer contact related capacity.
  • Proficient with MS Word, Excel & Outlook.

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