Customer Service Representative (CSR) - In-Store

Customer Service Representative

Position Overview: The Customer Service Representative (CSR) at Perfumes Los Angeles is a pivotal role within our retail environment, tasked with ensuring an exceptional customer experience from the moment customers enter the store. Stationed at the "Help/Information Desk," the CSR serves as the primary point of contact, responsible for greeting customers, understanding their needs, and efficiently directing them to the appropriate sales representatives based on whether they are retail or wholesale clients. Additionally, the CSR manages the Zoho Desk system, overseeing the flow of internal and customer tickets, handling claims, and addressing inquiries with professionalism and care.

Key Responsibilities:

• Help/Information Desk Management:
• Customer Greeting and Assessment: Warmly welcome all customers as they enter the store, and quickly assess their needs.
• Sales Rep Assignment: Assign customers to the appropriate sales representative based on their classification as retail or wholesale clients, ensuring a smooth and personalized shopping experience.
• Information Provision: Provide customers with relevant information about the store's offerings, membership benefits, ongoing promotions, and general store policies.
• Zoho Desk Management:
• Ticket Monitoring: Actively monitor the Zoho Desk platform to ensure all customer inquiries, internal requests, and tickets are addressed promptly.
• Ticket Routing: Reroute tickets to the appropriate department or individual, ensuring that issues are resolved quickly and efficiently.
• Follow-up and Resolution: Track open tickets, follow up as necessary, and ensure that all issues are resolved to the customer's satisfaction.
• Customer Relations and Claims Handling:
• Complaint Resolution: Address and resolve customer complaints and concerns in a professional, empathetic manner, both in-person and through Zoho Desk.
• Claims Management: Process and manage claims, returns, and exchanges according to company policy, ensuring a positive outcome for the customer.
• Inquiry Handling: Provide clear and accurate responses to customer inquiries regarding products, services, and store policies.
• Sales Support:
• Product Assistance: Assist customers with initial product inquiries and basic information about the store's range of fragrances.
• Customer Profiles: Prepare and maintain customer profiles or notes that will assist sales representatives in providing personalized service.
• Promotions and Membership: Actively promote store memberships, special offers, and discounts to enhance the customer experience and drive sales.
• Operational Support:
• Desk Organization: Maintain a clean, organized, and efficient Help/Information Desk area to ensure a professional and welcoming environment.
• Store Collaboration: Work closely with store management and the sales team to contribute to overall store success, participating in team meetings and training sessions as required.
• Compliance: Adhere to all company policies, procedures, and safety standards, ensuring a secure and compliant work environment.

Requirements Qualifications:

• Languages: English and Spanish
• Experience: Previous experience in a customer service role, preferably within a retail environment. Experience with CRM systems, specifically Zoho Desk, is highly desirable.
• Skills: Communication: Exceptional verbal and written communication skills, with the ability to convey information clearly and concisely. Problem-Solving: Strong problem-solving abilities, with the capacity to handle complaints and resolve issues efficiently. Technical Proficiency: Familiarity with POS systems and customer management software, with an aptitude for learning new technologies. Organizational Skills: Strong organizational skills with attention to detail in managing tickets and customer information. Personal Attributes: Customer-Focused: A genuine passion for providing outstanding customer service, with a friendly and approachable demeanor. Team Player: Ability to work effectively as part of a team, collaborating with colleagues to achieve store goals. Adaptability: Flexibility to work weekends, holidays, and varying shifts as required by the store's needs.

Benefits:

• Competitive hourly wage with potential for performance-based incentives.
• Employee discounts on store products.
• Opportunities for career growth and professional development within the company.
• Supportive and collaborative work environment.