Customer Service and Sales Representative

Department: Sales and Customer Service

Location: Napev Store (Online & Brick-and-Mortar)

Key Responsibilities:

Customer Engagement:

1. Assist Customers: Provide a warm welcome to customers entering the physical store and engage with online customers through live chat or response forms, ensuring a pleasant shopping experience.
2. Inquiry Resolution: Address customer inquiries promptly, providing accurate information about products, services, and store policies. Use tools to document interactions and ensure no customer queries are overlooked.
3. Feedback Collection: Encourage customers to provide feedback on their shopping experience and products, using tools to record and analyze these responses to improve service quality.

Sales Execution:

4. Product Promotion: Understand the features and benefits of various products in the home and garden range to effectively recommend and upsell products to customers.
5. Sales Processing: Handle the checkout process for purchases, manage transactions in-store and online, and ensure that all sales data is accurately entered into provided tools for future analysis.
6. Target Achievement: Meet or exceed personal and store sales targets while contributing to team outcomes.

Customer Relationship Management (CRM):

7. Database Management: Utilize tools to maintain and update customer information, ensuring a high level of data quality and accessibility for marketing campaigns.
8. Issue Resolution: Manage customer complaints and issues, resolving them in a timely manner and turning dissatisfied customers into repeat buyers.
9. Loyalty Programs: Promote and manage customer loyalty programs, using tools provided to track participation and effectiveness.

Team Collaboration:

10. Reporting: Regularly update management on customer interactions, sales performance, and potential issues through verbal and written reports, leveraging reporting tools.
11. Inventory Awareness: Coordinate with the inventory team to stay informed about product availability, upcoming promotions, and stock needs.
12. Continuous Improvement: Participate in training and development sessions to improve personal skills and overall store performance.

Marketing Support:

13. Campaign Assistance: Assist in the execution of marketing campaigns, ensuring alignment with sales strategies and customer insights gathered via HubSpot.

Skills and Qualifications:

• Proven experience in customer service and sales.
• Strong communication and interpersonal skills.
• Proficiency in using CRM software.
• Ability to work flexibly and manage multiple tasks.
• Knowledge of home and garden products is a plus.

*Application Deadline: 8th November 2024