Customer Service Representative

Job Overview:

We are looking for a customer service representative for our client in a reputable establishment in Hong Kong. In this role, you will play a pivotal part in ensuring that customers have a seamless and positive shopping experience. Specifically, you will assist customers with inquiries, help them locate products, and resolve complaints. Additionally, you will provide exceptional service that aligns with our store’s high standards. As a result, your efforts will contribute to customer satisfaction, foster loyalty, and create a welcoming atmosphere for shoppers.

Key Responsibilities of Customer Service Representative:

1. Customer Assistance:

   • Greet customers as they enter the store and offer assistance
   • Additionally, provides information on store promotions, sales, loyalty programs, and product availability.
   • Moreover, answer questions related to store policies, product features, and nutritional information.

2. Problem Resolution:

   • Handle customer complaints or concerns regarding products or service, ensuring that issues are resolved quickly and efficiently.
   • In addition, process customer returns and exchanges, adhering to store policies and maintaining a positive experience for the customer.
   • Also, address any concerns related to product quality or pricing and escalate issues to management if necessary.

3. Store Support:

   • Assist with stock replenishment and organizing products in the store, ensuring shelves are well-stocked and neatly arranged.
   • Thus, help manage the checkout area by providing assistance to cashiers when needed and ensuring a smooth checkout process.
   • Furthermore, report any product or inventory issues, including expired items or damaged goods, to management.

4. Promotional and Event Support:

   • Inform customers about ongoing discounts, loyalty programs, and seasonal promotions.
   • In addition, assist in organizing and promoting in-store events or tastings, engaging with customers to encourage participation.
   • Moreover, encourage customers to sign up for the store’s loyalty program or newsletter.

5. Safety and Cleanliness:

   • Ensure that the store environment is clean, organized, and safe for customers, adhering to health and safety standards.
   • Thus, assist in maintaining cleanliness in all areas of the department, including aisles, product displays, and the checkout area.
   • Furthermore, help with maintaining proper stock rotation, particularly for perishable goods, ensuring fresh products are available for customers.

6. Team Collaboration:

   • Work closely with colleagues in the department and across other departments to ensure a smooth customer experience.
   • Additionally, provide feedback to management regarding customer concerns or product trends, helping to improve store operations.
   • Lastly, participate in team meetings and training sessions to stay updated on new products, store policies, and customer service best practices.

Qualifications:

• Previous experience in customer service, retail settings is preferred.
• Experience handling customer inquiries, complaints, and returns.
• Strong communication skills in Cantonese and/or Mandarin (English proficiency is a plus).
• Excellent problem-solving, interpersonal, and customer service skills.
• Ability to multitask in a fast-paced environment while maintaining a positive attitude.
• Basic understanding of grocery products, including food safety and nutrition information.
• Detail-oriented with a focus on customer satisfaction and store standards.

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