Showroom Customer Service Assistant - HomeChoice

The ideal candidate for this role will be responsible for facilitating order captures, documentation gathering and administration. You will also provide customer query resolution as well as capture customer payments and refunds / credits.

Key Performance Areas

Enhance customer interaction through a positive sales & service experience

• Manage customer queries on accounts / short deliveries / replacements / pick up’s / irate customers / goods return’s and urgent orders
• Provide customer assistance with regards to instalment payments, query resolution, order processing and goods returned
• Ensure that the customer services and support service level agreements are in place and are achieved
• Ensure a professional, polite and efficient service is offered by acting as an ambassador
• Take responsibility by ensuring that advice is always given in the customers best interest
• Ensure that positive results are achieved whilst maintaining customer satisfaction
• Continuously work towards improving the customer experience and service delivery

• Ensure Customer Excellence is achieved by driving and maintaining high standards of quality and integrity
• Ensure customers are attended to on entry to show room
• Ensure there immediate needs are ascertained, and assist accordingly
• Ensure customers are assisted at self -help kiosks

Product and process knowledge retention

• Ensure that you are up to date with the catalogue and HomeChoice Products
• Ensure that you are up to date on offers and pricing aligned to catalogue
• Ensure that your system knowledge with regards to customer sales & service is up to date

Visual Merchandising & Housekeeping

• Support Visual Merchandising aligned to VM & Housekeeping protocols
• Ensure that Housekeeping is a priority and facilitated throughout the working day, at opening, and closing
• Spot checks on opening times

Goods returns & administration

• Manage Customer returns administration and stock returns to WFS /GR book audits
• WFS Feedback
• Process GR – Refunds / Credit Customer

Catalogue stock management

• Ensure Catalogues are always readily available
• Ensure that you are up to date with Stock volumes advertised & promotions

Assessment process completion

• Ensure that Assessments are documented on customers account
• See that assessments are posted and collected timeously

Qualifications & Accreditations

Grade 12 / Matric or Equivalent

Experience & Skills

• Minimum of 1 year Customer Service experience within a Retail environment
• Effective communication skills (verbal and written)
• Must be able to work shifts, weekends and public holidays
• Clear credit and criminal record
• Must be computer literate (email, internet, word and excel)
• Excellent telephone and face to face customer etiquette

Attributes & Behaviours

• Customer focused / centric attitude
• Performance-driven and results-orientated with a relentless drive to succeed
• A strong can-do attitude and an energetic positive approach
• Exceptional attention to detail with a thorough approach to work
• Excellent listening and interpersonal communication
• Team player but able to work independently