Customer service roles and responsibilities
Roles of Retail Customer Service Representatives
- Retail customer service representatives interact directly with customers, providing them with information about products and services.
- The roll-out of policy guidelines to customers is part of the duties of customer service representatives.
- They are also tasked with complaint resolution
- They are obligated to maintain customer records, updating databases when necessary.
- The carriage of store policies to customers often falls to retail customer service representatives.
- They perform sales and after-sale functions, which includes acquiring new customers, upselling and cross-selling products, and creating an ongoing relationship with customers.
Responsibilities of Retail Customer Service Representatives
- Maintaining a friendly disposition at all times is the key responsibility; customer service representatives must always maintain a positive, helpful attitude.
- Representatives have a duty to be knowledgeable about products and services offered by the store to accurately inform and assist customers.
- It is their responsibility to provide accurate and timely responses to customer queries and complaints.
- Securing customer information and ensuring privacy is another crucial responsibility.
- They are also responsible for continually improving their product knowledge, staying up-to-date with product features, prices, promotions, and policies.
- Retail customer service representatives need to consistently meet or exceed sales targets as set by the retail organisation.
- They are also responsible for maintaining cleanliness and order in the area of operations, such as the sales floor or customer service desk.