Front Desk Officer at Elizabeth Maddeux

Role Overview

• The Front Desk Officer serves as the initial point of contact for customers, visitors, and staff, ensuring a welcoming and professional environment. This role encompasses a variety of administrative and clerical tasks aimed at supporting the organization's daily operations.

Key Responsibilities

• Answer customer inquiries regarding product availability, pricing, promotions, and store policies while providing accurate and helpful information.
• Greet and assist customers promptly and courteously upon entering the store, ensuring they have a positive first impression.
• Direct customers to the appropriate sales representatives or store sections based on their needs and preferences.
• Address customer complaints professionally, resolving minor issues on the spot and escalating more complex concerns to the Store Manager.
• Maintain a clean, organized, and visually appealing front desk and reception area to reflect the store’s brand image.
• Operate the store’s telephone system, answering and directing calls efficiently while managing customer inquiries.
• Maintain a customer database, record inquiries for follow-ups, and support loyalty program registrations.
• Assist in scheduling appointments for personal shopping experiences, product demonstrations, fittings, or special retail events.
• Provide support in processing transactions, issuing receipts, and handling returns or exchanges in line with store policies.
• Assist customers with payment processing, including handling cash, card transactions, and digital payments through the POS system.
• Promote and inform customers about ongoing discounts, membership benefits, or loyalty programs to encourage repeat business.
• Monitor and restock promotional materials, brochures, and flyers at the front desk to ensure customers have access to relevant information.
• Conduct periodic inventory checks for front-end products, ensuring stock levels are maintained and reporting any shortages.
• Assist in tagging and organizing products for promotional displays and front-end stock rotations.
• Ensure all visitors, vendors, and external service providers sign in upon arrival and follow store protocols.
• Monitor store entry points to prevent unauthorized access or potential security threats.
• Report suspicious activities, shoplifting incidents, or any security concerns to the store’s loss prevention team or management.
• Comply with company policies and assist in implementing safety and loss prevention measures to minimize risks.
• Provide administrative support to the Store Manager and sales team, including preparing daily sales reports, filing documents, and updating customer records.
• Collaborate with the marketing team to execute store promotions and assist in setting up seasonal campaigns.
• Coordinate courier and logistics services for customers opting for home delivery or in-store pickup options.
• Monitor store ambiance, including music levels, scent, and cleanliness, to enhance the shopping experience.
• Stay updated on new product arrivals, store policies, and promotional events to provide customers with the latest information.
• Handle emergency situations, such as medical incidents or fire drills, by following established store protocols and ensuring customer safety.

Qualifications

• Minimum of B.Sc, HND, or a Bachelor's degree in Business Administration, Retail Management, Hospitality, or a related field.
• 1-2 years of experience in, front desk operations, customer service, executive management or a similar retail role.
• Strong verbal and written communication skills with a professional and courteous demeanor.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and familiarity with retail management software or POS systems.
• Ability to handle cash transactions, process payments, and manage refunds or exchanges with accuracy.
• Strong organizational and multitasking skills to handle multiple customer inquiries simultaneously.
• Excellent problem-solving abilities with a customer-first mindset and the ability to resolve complaints professionally.
• Knowledge of retail operations, store policies, and product offerings.
• Ability to work independently while also collaborating effectively with the sales team and management.
• Strong attention to detail in handling customer records, transactions, and administrative tasks.
• Customer-oriented with a friendly, welcoming, and professional approach.
• Ability to work under pressure, remain calm during peak hours, and maintain a positive attitude.
• Willingness to work flexible shifts, including weekends, holidays, and evenings as required.
• Ability to stand or walk for extended periods and lift small packages when necessary.
• Familiarity with retail loss prevention policies and basic security measures is a plus.