Sales and Customer Service Representative at Decor City

Functions of the Role

• As the Sales and Customer Service Representative, you are the first line of contact for walk-in customers and online customers to the brand.
• You are to make customers feel welcome and assist them to find the products that most satisfy their needs.
• As the Sales and Customer Service Representative, you should be knowledgeable about the products and be able to adequately guide customers at all times.
• The representative will be directly responsible for processing of physical, online and phone orders. Other duties for this role will include customer complaint management, handling enquiries, managing third party courier companies and day to day routine tasks execution.

Key Responsibilities

• Greet all walk-in customers as they come in the store and ask them how they would like to be assisted.
• Establish, develop and maintain positive business and customer relationships
• Work in line with company policy to achieve set sales targets and outcomes within schedule
• Provide daily sales reports as well as weekly and monthly report of sales efforts in marked sales territory
• Process all cash and card payments.
• Answer first-line queries and complaints from customers.
• Report discrepancies and problems to the shop manager.
• Give advice and guidance on product selection to customers.
• Balance cash registers with receipts.
• Resolve customer complaints by investigating problems; developing solutions; preparing reports and making recommendations to management
• Keep store tidy and clean and ensure office assistants clean constantly.
• Working within established guidelines, particularly with product lines.
• Responsible for security within the store as well as looking out for fraudsters’ shoplifters and fraudulent credit cards etc.
• Coordinate all issues with key clients between sales, fulfillment and customer support
• Receiving and storing inventory.
• Keep a schedule of events / special promotions
• Work with management to organize and execute sales campaigns
• Perform all other duties as assigned
• Receive and process online orders
• Convert leads into actual sales
• Liase with and manage courier companies
• Develop and maintain an updated customer/vendor lists
• Answer and direct phone calls
• Organize and prepare for exhibitions and outdoor sales events
• Assist in the preparation of regularly scheduled reports
• Establish, develop and maintain positive business and customer relationships
• Send weekly email blasts, WhatsApp messages, bulk SMS
• Closely monitor online trends and inventory
• Report discrepancies and problems to the Operations Manager
• Give advice and guidance on product selection to customers.
• Resolve customer complaints by investigating problems; developing solutions; preparing reports and making recommendations to management
• Working within established guidelines, particularly with product lines.
• Work with management to organize and execute online sales campaigns
• File and maintain records;
• Receive payment and record receipts for services;

Educational Qualifications and Experience

• HND or B.SC in any related discipline preferably in Marketing, Business or Finance.
• 1-3years experience in customer care, direct sales, and / or ecommerce role
• Experience with sales targets and knowledge of a CRM tool
• Proficiency in Microsoft Office Suite
• Hands-on experience with office equipment (e.g., computers and printers)

Skills and Abilities:

• Highly analytical with a drive for numbers
• Good networking, prospecting and closing skills
• High level of professionalism
• Result-oriented team player with exceptional motivation and interpersonal skills.
• Relationship management skills and openness to feedback
• Excellent selling, communication and negotiation skills
• Good written and verbal communication skills
• Able to work in a fast pace environment
• High proficiency in MS Office Suite
• Must be able to prepare management reports and correspondence
• Good initiative, time and stress management skills
• Good customer service skills
• Professional attitude and appearance
• Ability to be resourceful and proactive when issues arise
• Excellent organizational skills
• Multitasking and time-management skills, with the ability to prioritize tasks

Personal Attributes:

• Keen eye for detail
• Sociable and friendly
• Confident and pleasant
• Knowledgeable of current trends
• Loves a challenge
• Assertive and creative
• Social media savvy

Work Environment:

• Work in and outside the office
• Will be required to write reports
• Work mostly on the phone, computer and answer phones
• Might be required to work overtime and on weekends