Admin Associate

6 months ago

Durban, South Africa Homechoice Full time

**Enhance customer interaction through a positive sales & service experience**
- Manage customer queries on accounts / short deliveries / replacements / pick up’s / irate customers / goods return’s and urgent orders
- Provide customer assistance with regards to instalment payments, query resolution, order processing and goods returned
- Ensure that the customer services and support service level agreements are in place and are achieved
- Ensure a professional, polite and efficient service is offered by acting as an ambassador
- Take responsibility by ensuring that advice is always given in the customers best interest
- Ensure that positive results are achieved whilst maintaining customer satisfaction
- Continuously work towards improving the customer experience and service delivery
- Ensure Customer Excellence is achieved by driving and maintaining high standards of quality and integrity
- Ensure customers immediate needs are ascertained, and assist accordingly
- Ensure customers are assisted at self -help kiosks
- Ensure you meet business objectives whilst maintaining a high level of customer satisfaction when marketing and creating Showroom awareness
- Actively promote the Brand by participating in activations

**Product and process knowledge retention**
- Ensure that you are up to date with the catalogue and HomeChoice Products
- Ensure that you are up to date on offers and pricing aligned to catalogue
- Ensure that your system knowledge with regards to customer sales & service is up to date

**Visual Merchandising & Housekeeping**
- Support Visual Merchandising aligned to VM & Housekeeping protocols
- Ensure that Housekeeping is a priority and facilitated throughout the working day, at opening, and closing
- Spot checks on opening times

**Goods returns & administration**
- Manage Customer returns administration and stock returns to WFS /GR book audits
- WFS Feedback
- Process GR - Refunds / Credit Customer"

**Catalogue stock management**
- Ensure Catalogues are always readily available
- Ensure that you are up to date with Stock volumes advertised & promotions

**Assessment process completion**
- Ensure that Assessments are documented on customers account
- See that assessments are posted and collected timeously"

**Stock management**
- Stock orders, taking constraints into consideration such as storage space and stock on hand
- Assembling of goods delivered for Showroom floor
- Notifying Sales team/Stockroom Assistant on goods to be moved to Showroom floor
- Maintaining Stockroom according to Business standards
- Replenishing of Spares for breakages
- Ensure all Visual Display Stock is scanned in & all paperwork has been signed & filed
- Ensure that floor check & stock take on Click & Collect parcels are done weekly
- Feedback to be sent to Stockroom Manager & any discrepancies reported
- Ensure that monthly Click & Collect figures are sent to HCDC Inventory Manager
- Ensure daily duties as per Stockroom roster is adhered to
- Ensure all POD’s are captured & Click Collect parcels aged stickers are completed & pasted on Click & Collect parcels
- Ensure all Click & Collect parcels are scanned same day as delivery
- Ensure delivery note of Click & Collect is passed onto Showroom Salvage staff to contact customers for collection daily
- Ensure that Stockroom housekeeping standards are kept
- Ensure all GR’s are accounted & sent to HCDC daily
- Ensure Security is present when deliveries take place
- Ensure that security surrounding opening and closing procedure is adhered to as well as security in general is consistently communicated to staff, run monthly emergency procedures to ensure staff are equipped to deal with any security issues

**Administration & Reporting**
- Receipting deliveries from DC
- Receipting goods return with Security
- Liaising with Stockroom Manager on Parcels for Click & Collect
- Overseeing stock transfers to and from the DC as per policy
- Ensure Stock Take are completed regularly in line with set KPA’s

**Housekeeping**
- Dusting of displays
- Wiping of CS and Customer touch point areas (Covid hourly)
- Mopping of floors
- Sweeping of floor
- Vacuuming of floor

**Manage the customer journey account opening and order processing**
- Ensure Customers are greeted on entry. Ensure that her immediate need is ascertained
- Ensure products are visually displayed as in that of the catalogue
- NTF customers are to be encouraged / incentivised to open an account
- Ensure pricing is correct on product and ascertain customers ATB
- Ensure that the customer services and support service level agreements are in place and are achieved
- Ensure a professional, polite, and efficient service is offered by acting as an ambassador
- Ensure you meet business objectives whilst maintaining a high level of customer satisfaction when marketing and creating Showroom awareness

**New Business activations**
- Influence the public to increase feet into your store. Engage the public on product and c

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