Retail Customer Service Executive (Entry Level)
Location: In Store, with designated workspace within the store back office
Role Overview
The Retail Customer Service Executive is responsible for handling customer service matters related to after sales support, repairs, and general customer enquiries. This role focuses primarily on responding to online written customer service requests and providing clear, accurate assistance to customers who require support after their purchase.
The position is based within the retail store but operates mainly from a designated workspace in the store back office area. The role focuses on response to online enquiries, and works closely with the retail team to ensure that customer enquiries are handled efficiently and that customers receive timely and reliable information regarding their concerns.
This position is well suited for individuals with prior retail experience who are looking to transition into a more structured and service focused role that involves less time on the sales floor while still supporting the overall store operation.
Key Responsibilities
Customer Service and After Sales Support (Approximately 70%)
The majority of this role will focus on managing customer service enquiries and providing support for after sales matters.- Manage and respond to customer service tickets received through internal customer service platforms. These enquiries may include repair requests, repair appointment arrangements, warranty enquiries, product related concerns, and other general customer service matters.
- Review customer enquiries carefully and provide accurate responses that address the customer’s concerns clearly and professionally.
- Coordinate repair related matters such as assessing the information provided by customers, advising customers on the next steps, and guiding them through the repair process when necessary.
- Provide assistance to walk in customers who visit the store for repair or after sales related enquiries. Customers should be able to receive clear explanations and solutions regarding their requests.
- Handle incoming store phone calls and provide assistance to customers who are calling regarding repairs, after sales service, or general customer service enquiries.
- Ensure that customers receive clear and confident communication at all times, maintaining a helpful and service oriented approach.
- Maintain proper documentation of customer enquiries and follow up actions to ensure that issues are tracked and resolved efficiently.
- Work primarily from a designated workspace within the store back office to focus on managing customer service communications.
Support for Retail Store Operations (Approximately 20%)
While the primary responsibility of this role is customer service, the position may also provide support to the retail team when necessary.- Assist with retail sales operations when additional manpower is required on the sales floor.
- Support the store team during situations where retail staff are unavailable due to medical leave, annual leave, or other urgent operational needs.
- When providing retail support, continue to ensure that customer service tickets remain a priority and are handled in a timely manner.
- Participate as part of the store’s retail headcount for roster planning purposes, ensuring flexibility in manpower allocation when needed.
- Carry out any other duties or assignments that may be required by management from time to time.
- Support internal coordination between customer service processes and store operations when necessary.
- Assist with administrative or operational tasks that contribute to the smooth running of the store and customer service functions.
- Minimum 2 years of experience in a retail store environment.
- Prior experience in a customer support role using Zendesk is a plus.
- Strong customer service mindset and the ability to handle customer enquiries patiently and professionally.
- Confident communication skills, both written and verbal. Candidates should be able to explain information clearly and speak comfortably with customers in person or over the phone.
- Ability to manage multiple enquiries and tasks while maintaining attention to detail.
- Comfortable working independently within the store office environment while maintaining close coordination with the retail team.
- Positive attitude and willingness to support store operations when required.
- Fixed one weekday and one weekend day off each week.
- 14 days of annual leave per year.
- Opportunity for retail professionals to move into a role that focuses more on customer service administration and operational support within the store environment.
Our company is a signatory to the Racial Diversity and Inclusion charter for Employers of the Equal Opportunities Commission.