Customer Service

JOB DESCRIPTION

Position: Customer Service Representative – Clothing Retail Department: Retail / Customer Service Company: DAL Store Reports To: Store Manager / Retail Manager

1. Job Summary

The Customer Service Representative is responsible for providing excellent customer service and ensuring a positive shopping experience for customers. The role involves assisting customers with product enquiries, clothing selection, sizes, colours, availability, purchases, exchanges, returns, and complaints. The employee is also expected to support daily store operations, maintain professional customer relationships, and contribute to sales and customer satisfaction.

1. Key Duties and Responsibilities A. Customer Service and Assistance

• Welcome customers warmly and provide friendly, professional, and attentive service.
• Assist customers in selecting clothing, sizes, colours, styles, and suitable products according to their needs.
• Provide accurate information regarding product features, materials, prices, promotions, discounts, and availability.
• Respond to customer enquiries in person, by phone, through WhatsApp, and via social media or other company communication channels.
• Handle customer concerns and complaints professionally, ensuring timely and appropriate solutions.
• Maintain a positive shopping environment and ensure customers receive consistent service.

B. Sales Support

• Assist customers throughout their shopping journey, from product selection to checkout.
• Recommend suitable products, new arrivals, and complementary items to support sales.
• Inform customers about current promotions, special offers, and loyalty programmes, where applicable.
• Support the achievement of individual and store sales targets.
• Encourage repeat purchases by building positive relationships and maintaining good customer service standards.
• Coordinate with the Sales Team and Store Manager regarding customer requirements and sales opportunities.

C. Product and Stock Coordination

• Check product availability, sizes, colours, and stock quantities when requested by customers.
• Coordinate with the Storekeeper or Warehouse Team regarding stock availability and replenishment.
• Inform the Store Manager of fast-moving items, customer requests for unavailable products, and stock shortages.
• Assist in receiving, checking, tagging, and arranging new merchandise when required.
• Ensure products are handled carefully and customer orders or reservations are properly recorded.

D. Returns, Exchanges, and Complaints

• Process customer returns and exchanges in accordance with company policies.
• Verify purchase receipts and product conditions before proceeding with returns or exchanges.
• Coordinate with the Store Manager regarding refund requests, damaged goods, defective items, and exceptional cases.
• Record customer complaints and report recurring product or service issues to management.
• Follow up on unresolved customer concerns until an appropriate resolution is provided.

E. Store Presentation and Merchandising

• Maintain the cleanliness, organisation, and presentation of the customer service area.
• Ensure clothing racks, shelves, displays, and fitting rooms are tidy and presentable.
• Assist in arranging clothing by category, size, colour, and style according to store guidelines.
• Ensure price tags, product labels, and promotional displays are accurate and visible.
• Return misplaced clothing to the appropriate racks and maintain orderly displays throughout the working day.
• Support stock replenishment and seasonal or promotional display changes.

F. Customer Records and Reporting

• Maintain accurate records of customer enquiries, complaints, returns, and exchanges where required.
• Assist in maintaining customer contact details and purchase records in accordance with company procedures.
• Prepare daily or weekly reports on customer feedback, complaints, product requests, and service issues as requested.
• Report customer preferences and feedback to management to support sales and merchandising decisions.
• Ensure all transactions and customer-related records are handled accurately and confidentially.

G. Teamwork and Store Operations

• Coordinate with the Cashier, Sales Associates, Storekeeper, and Store Manager to ensure smooth store operations.
• Assist during busy periods, promotions, seasonal sales, and special events.
• Follow company procedures for customer service, product handling, and loss prevention.
• Maintain professional conduct and comply with the company's dress code, attendance requirements, and retail service standards.
• Perform other related duties assigned by management.

1. Qualifications and Requirements

• High school diploma or equivalent; a diploma in Business Administration, Retail Management, or a related field is an advantage.
• Previous experience in customer service or clothing retail is preferred.
• Good communication and interpersonal skills.
• Good command of English; Arabic is an advantage.
• Basic computer skills and familiarity with POS systems or retail software are preferred.
• Customer-focused, patient, approachable, and professional.
• Ability to handle customer complaints and resolve issues calmly.
• Strong organisational skills and attention to detail.
• Ability to work flexible retail shifts, weekends, and public holidays as required by the approved work schedule.
• Ability to work effectively as part of a team and in a fast-paced retail environment.

1. Key Performance Indicators (KPIs)

Performance will be evaluated based on the following criteria:

• Customer Satisfaction: Quality of customer feedback and overall shopping experience.
• Customer Response: Timeliness and accuracy in responding to enquiries.
• Complaint Resolution: Effective handling and follow-up of customer complaints.
• Sales Support: Contribution to store sales targets and product recommendations.
• Returns and Exchanges: Accurate processing in accordance with company policy.
• Product Knowledge: Ability to provide accurate information about clothing, sizes, materials, and availability.
• Store Presentation: Maintenance of neat displays, organised racks, and clean customer areas.
• Teamwork and Attendance: Cooperation with colleagues and compliance with attendance and work schedules.
• Reporting Accuracy: Proper documentation of customer feedback, complaints, and transactions.

1. Authority and Accountability

• Accountable for providing professional and courteous customer service at all times.
• Responsible for handling customer enquiries and routine service issues within company policies.
• Must obtain the Store Manager’s approval for exceptional returns, refunds, discounts, or compensation outside authorised limits.
• Responsible for reporting stock shortages, damaged merchandise, customer complaints, and operational concerns promptly.
• Expected to protect customer information, company property, and the store’s reputation.

1. General Responsibilities

• Follow all company policies, procedures, and retail operating standards.
• Maintain a professional appearance and behaviour when dealing with customers and colleagues.
• Support the achievement of store objectives and customer satisfaction goals.
• Perform other duties reasonably assigned by management in line with the position.

Pay: KD250.000 - KD300.000 per month

Work Location: In person