CSR

Job Duties And Responsibilities

• Welcome and attract potential customers by answering product and service questions, suggesting information about other products and services.
• Greet customers, provide directions and information regarding processing customer inquiries, directing them to the isle that they need and assisting with any product questions.
• Entails knowledge of the store layout, isles, departments, all products assortment to be able to direct and offer to our customers.
• Greet all customers pleasantly and with courtesy, provide visitors with all directions and provide all information regarding promotions and provide with catalog if required.
• Trains and monitors in-store employees on the appropriate interaction with customers.
• Ensures customer satisfaction and provides professional customer support.
• Responds promptly to customer inquiries regarding service in the store.
• Maintains a positive, empathetic, and professional attitude toward customers at all times.
• Solves service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting the best solution to solve the problem within the necessary time limits, and following up to ensure resolution.
• Prepares service reports by collecting and analyzing customer feedback.
• Recommends potential services to management by collecting customer information and analyzing customer needs.
• Keeps records of customer interactions, comments, and complaints.
• Communicates and coordinates with store employees as necessary.
• Provides feedback on the efficiency of the customer service process to upper-management.
• Follows communication procedures, guidelines, and policies.
• Provides optimal level of customer services and maintains professionalism to resolve all customer issues and provide all information on products, service plans and promotions.
• Acknowledging and resolving customer complaints.
• Encouraging customers to explore and try out new products.
• Knowing our products inside and out so that you can answer questions.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Attend and participate in department staff meetings.
• Managing a team of cash register employees along with Front End Managers.
• Analyze customer requirement and assist customer to appropriate department and ensure availability of all resources.
• Ensure customer satisfaction and provide professional customer support.
• Perform other duties as assigned by the Store Manager.

Preferred Qualifications

• Bilingual Russian strongly preferred
• Proven customer support experience (3-5 years)
• Ability to train and monitor employees on customer service policies and standards
• Customer orientation and ability to adapt/respond to different types of characters
• Excellent communication and presentation skills
• Strong phone contact handling skills and active listening
• Familiar with CRM systems and practices
• Ability to multitask, prioritize and manage time effectively
• High school diploma or equivalent; college degree preferred