Customer Services Rep📣 Job Ad

About the Role

eXtra is seeking a Customer Services Rep to join our team in a full-time capacity. This role is responsible for providing front-line support to customers, managing inquiries, requests, and complaints with professionalism and efficiency. The position requires 0-1 years of experience, focusing on ensuring customer satisfaction through accurate transactions, service excellence, and strict compliance with company standards and procedures.

Core Responsibilities

• Deliver excellent service by ensuring a positive experience during all customer interactions.
• Greet, assist, and thank customers, responding to inquiries in a professional manner.
• Execute customer requests, including returns, exchanges, and service cases such as CFS, PMP, and DOA, in compliance with company policies.
• Offer suitable replacements or alternatives to retain customer satisfaction and minimize refunds.
• Ensure adherence to the company’s customer service program and contribute to achieving customer satisfaction KPIs (CSI, CFS).

Product and Service Engagement

• Promote and explain services, products, and add-ons, recommending suitable replacements, upgrades, or exchanges to support sales and enhance customer satisfaction.
• Maintain comprehensive knowledge of products, promotions, and seasonal campaigns.
• Support the accurate and timely execution of Standard Operating Procedures (SOPs) related to services.

Operational Compliance and Security

• Maintain responsibility for the accuracy of transactions and proper handling of payments.
• Protect customer data and handle sensitive information confidentially.
• Comply with all opening and closing SOPs and report any risks or security issues to the Supervisor.
• Contribute to shrinkage control through strict adherence to company procedures.

Area Presentation and Standards

• Maintain the cleanliness, order, and presentation of the customer service area.
• Ensure compliance with model store standards at service counters.

Professional Development

• Demonstrate discipline, adaptability, and a commitment to continuous learning.
• Actively build knowledge of new products, policies, and services.
• Participate in training sessions, team meetings, and professional development activities.