Customer Service Assistant – Exchange & Refund

Overview of the role

As a customer service assistant, your primary responsibilities include maintaining clean and orderly checkout areas while delivering exceptional customer service. You’ll also be expected to adhere to Standard Operating Procedures (SOPs), which may involve tasks such as counting and recording the cash float before and after trading to minimize losses

What you will do

Cash Handling and Transactions:

• Receive payments via cash, check, credit cards, vouchers, or automatic debits in accordance with Standard Operating Procedures (SOPs) related to cash handling.
• Compute and record transactions accurately, ensuring 100% accuracy for all register transactions.
• Perform cash counts and record float before trading begins and upon close of trading.
• Handle cash and maintain safe custody of collected cash, while conducting regular audits on procedures and processes.

Customer Service:

• Ensure customers are promptly attended to and their needs are met satisfactorily.
• Work efficiently and effectively to minimize queues and waiting times.
• Maintain clean and orderly checkout areas to enhance customer experience.
• Monitor and maintain adequate stock levels of printed stationery as per requirements.

Reporting and Review:

• Review and adhere to SOPs regularly to ensure compliance and efficiency.
• Generate productivity reports to track performance and identify areas for improvement.
• Monitor and report on customer satisfaction metrics such as ICSS (Internal Customer Satisfaction Score) and Local CSI (Customer Satisfaction Index).
• Analyze waiting times and take necessary measures to optimize service efficiency.