Position Description
Customer Service Assistant
OBJECTIVES
Assist in the smooth running of the store.
Maintain a friendly atmosphere for staff and customers in accordance with Matchbox Customer Service
Policy.
Maintain a good relationship with other staff, management and the Matchbox Company.
SAFETY PERFORMANCE
Adhere to all Standard Operating Procedures (SOPs), safety training and avoid industry hazards.
Follow policies regarding smoking, alcohol consumption and non-prescriptive drugs.
Immediately report hazards or incidents to the store manager and team.
Report any Store / equipment faults or prospective faults to the store manager.
Maintain a neat, tidy and clean appearance at all times.
SELLING AND CUSTOMER SERVICE
a) Selling
Sell in accordance with Matchbox selling processes and training.
Apply Matchbox selling service techniques and ethics at all times.
Adhere to Company pricing policies at all times and apply Company telephone techniques where appropriate.
b) Customer service
Conduct a high level of customer service at all times, in a friendly, professional manner and in accordance with our Customer Service techniques.
Resolve customer complaints in a professional and courteous manner and in accordance with
Company policy and training. Refer complex or unresolved complaints to the franchisee / store manager.
Take responsibility for stock levels, and restocking shelves.
Co-operate and assist your team mates with customers at all times
Ensure the store is always tidy and in order.
COMMUNICATION
Ensure you display a positive attitude at all times during shifts.
Prioritise written and verbal instructions so that they are carried out in an organised, competent and timely manner.
Actively participate as a team member to achieve store goals and carry out initiatives.
TRAINING & DEVELOPMENT
Develop product knowledge via training, bulletins, and suppliers’ presentations.
Attend a monthly meeting for staff, namely to: o Learn fresh approaches to reaching targets o Undertake training o Show and explain any new products o Motivate each other o Deal with any issues/questions that may be raised from this meeting.
Accurately enter your work hours on the weekly timesheet.
ADDITIONAL DUTIES
Undertake other duties reasonably expected within your level of competence, as directed.
Assist more senior staff members with their duties, where required.
Ensure you are punctual for shifts.
Ensure you maintain a neat and tidy appearance at all times during shifts.
Ensure the Store manager or 2IC approves sale discounts.
Job Type: Casual
Pay: $27.81 – $34.76 per hour
Benefits:
Work Location: In person
