24 Hour Flexi Sales Associate

7 months ago

East London, South Africa Homechoice Full time

Purpose of the role

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
- 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
- Ensure customers are assisted at self -help kiosks
- Facilitate daily administration duties aligned to customer service, vetting, order and query resolution
- Ensure you meet business objectives whilst maintaining a high level of customer satisfaction when marketing and creating Showroom awareness

Product knowledge and pricing management
- Ensure that you are up to date with the catalogue and HomeChoice Products specific to your product category
- Ensure that you are aware of product features and benefits, including Electronics, and are able to sell with conviction
- Ensure sufficient and up to date training is driven by yourself with regards to products featured as well as fully informed around insurance, legalities etc.
- Ensure that you are aware of any competitor products and understand how to up sell
- Ensure that pricing and offers are aligned to catalogue and price changes/ offers are actioned accordingly
- Visual Merchandising & Housekeeping
- Ensure that products are visually merchandised in accordance to VM policy
- Ensure housekeeping standards are adhered to in accordance with policy
- Meet operational efficiencies Consistently reach performance targets and standards relating to productivity, adherence, turnaround time and quality
- Always ensure that any outstanding tasks are up to date
- Adhere to all service level agreements Constantly and proactively communicate ways to improve efficiencies in our performance, procedures and systems
- Ensure compliance standards and legislative requirements are adhered to and met against agreed quality benchmarks
- Always make sure that the correct information is relayed to customers
- Acquire and accurately capture all necessary information
- Ensure current catalogues and order forms or consistently in stock and displayed accordingly
- Ensure that you are 100% versed in daily operations with regards to click & collect procedure
- Ensure a professional, polite and efficient service is offered by acting as an ambassador

Provide an exceptional customer experience
- Take responsibility by ensuring that advice is always given in the customers best interest
- Handle objections appropriately to ensure that positive results are achieved whilst maintaining customer satisfaction
- Continuously work towards improving the customer experience and service delivery

Adhere to quality standards
- Always make sure that the correct information is relayed to customers
- Acquire and accurately capture all necessary information
- Ensure that all admin and reporting is conducted timeously and in accordance with required processes and procedures
- Adhere to policies, procedures and all business standards and requirements
- Ensure that your appearance is aligned to staff policy, are wearing staff uniforms & name badges as supplied by HomeChoice
- Housekeeping
- Dusting of displays
- Wiping of CS and Customer touch point areas (Covid hourly)
- Mopping of floors
- Sweeping of floor
- Vacuuming of floor
- New Business activatons
- Influence the public to increase feet into your store. Engage the public on product and campaigns
- Goods returns & administration
- Manage Customer returns administration and stock returns to WFS /GR book audits

WFS Feedback
- Process GR - Refunds / Credit Customer"
- Assessment process completion
- Ensure that Assessments are documented on customers account
- See that assessments are posted and collected timeously"
- Stock managementStock orders, taking constraints into consideration such as storage space and stock on hand
- Assembling of goods delivered for 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 Admin 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

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