Customer Service Assistant

Key Role Specific Accountabilities

• Follow the SOP pertaining to cash handling, receiving payment by cash, cheque, credit cards, vouchers, or automatic debits.
• Compute and record transactions ensuring 100% accuracy for all register transactions.
• Count and record the float before trading begins and upon close of trading ensuring accurate cash handling and safe custody of collected cash.
• Greet and welcome customers on arrival at the store and ensure shopping tools and catalogues are available for the customers providing bags / trollies as appropriate to facilitate the shopping journey.
• Ensure that company's customers are well attended to by responding to their needs & working efficiently to minimize queues.
• Ensure that the customers who come to the Returns & Exchange desk perceive the policy as generous and the procedure quick and easy.
• Handle routine customer complaints promptly and courteously, ensuring that customers are dealt with in a prompt and courteous manner to guarantee maximum customer satisfaction.
• Greet and welcome customers on arrival at Smaland ensuring the Smaland admission policy is explained in a friendly and professional manner.
• Ensure the Childs safety is their main priority while they are in Smaland providing a safe environment for children within the area.
• Make announcements and pages the customers (parents) if there is any issue with the children in the playroom area or general announcements to customers when needed.
• Ensure all system procedures are adhered to as per policy / procedure.
• Book IKEA services (Home Delivery, Assembly, Measurement) and follow up on out-of-stock articles in self-serve
• Handle returns and exchange issues based on own judgment, experience and authority given by the management according to which exceptions can be made to retain a customer.
• Use the information from Returns & Exchange desk to detect and act upon or report to the management about a product fault, safety problem or transportation problem
• Brief the Duty Manager on complaints that require management assistance.
• Prepare daily / weekly / monthly reports of transactions at the returns & Exchange desk to be used for reconciling with the cash till as well as the accounts for the period of the report as well as analyzing trends on sales and profitability and performance of the store.
  

Education

Person Specific:

High School

Minimum Experience And Knowledge

2 years experience in a similar role

Job-Specific/Technical Skills Required To Complete The Tasks

• Proactivity
• Must have excellent communication and interpersonal skills
• Problem solving skills
• Good command of English language.
• Good command of Arabic language is preferred.
  

Behavioural Competencies

• Customer Focus
• Individual Accountability
• Continuous Improvement
• Personal Leadership
• Teamwork