Customer Service Representative (CSR)

The Customer Service Representative (CSR) is the front-line representative and face of the organization within the Retail channel. They are responsible for promoting and selling the company’s products and services, delivering exceptional customer experience, and ensuring customers receive accurate information and support for their inquiries.

• At least five (5) CSEC subjects or equivalent studies

• 2+ years of working experience in Retail/Sales or Customer Service.

• Excellent written and verbal communication skills. 

• Strong interpersonal, analytical, and problem-solving abilities. 

• Ability to prioritize and manage multiple tasks in time-sensitive environments. 

• High professionalism, confidentiality, and discretion. 

• Ability to work independently and collaboratively. 

• Strong command of computer systems, software, and technology platforms. 

• Ability to work effectively in a fast-paced, dynamic environment. 

• Strong cultural awareness, ethics, and adherence to organizational values. 

• Flexibility to adapt to various personalities and organizational needs.

• Deliver exceptional customer experience aligned with the company's mission of customer centricity. 

• Maintain excellent knowledge of all company products, services, promotions, and sales campaigns. 

• Promote and sell ONE products and services to achieve set sales targets. 

• Accurately process sales transactions in accordance with company standards. 

• Adhere to Walk-Out-Working procedures and First Contact Resolution (FCR) practices. 

• Accept payments for products and services. 

• Maintain accountability for all inventory assigned and in-hand. 

• Encourage customer adoption and usage of kiosks and emerging technologies. 

• Conduct accurate daily cash and inventory checks and balances. 

• Prepare and submit required cash and inventory reports. 

• Participate in sales floor activities, ensuring effective queue management and customer engagement. 

• Prepare tickets and raise system queries on behalf of customers. 

• Liaise with team members and other departments to follow up on escalations and resolve customer issues. 

• Participate in coaching, training, and assessments and demonstrate required competencies. 

• Demonstrate strong proficiency across all systems, applications, and software used to serve customers.