Job Description

Roles and responsibilities:

1. Customer Engagement & Support

Greet and assist customers in a friendly and professional manner. Provide detailed product information and offer guidance based on customer needs. Handle in-store inquiries, complaints, and returns in a timely and courteous manner. Act as the main point of contact for customer service issues and escalate when necessary. Follow up on service tickets or unresolved cases.

2. Communication & Relationship Building

Maintain effective communication with customers across different channels (in-person, phone, email, etc.). Follow up with customers to ensure resolution of complaints and satisfaction with service provided. Collect and relay customer feedback to improve service levels and customer experience. Gather customer feedback and relay it to relevant teams to help improve products/services. Performance Metrics: such as response time, resolution time, or customer satisfaction scores.

3. Sales Support

Assist customers in navigating the store, locating items, and understanding promotions or offers. Support sales associates with customer service needs during peak periods. Upsell and cross-sell products where appropriate to enhance customer experience and drive sales. Assist customers with placing, modifying, or tracking orders.

4. Process & System Handling

Process returns, exchanges, and refunds as per company policies. Maintain accurate records of customer interactions, issues, and resolutions. Use POS and CRM systems efficiently to manage customer profiles, feedback, and transaction details.

5. Documentation & Record-Keeping

Maintain detailed records of customer interactions and transactions. Update customer profiles and case histories in CRM RETAIL PRO systems

6. Brand Representation & Store Standards

Uphold Adventure HQ's brand values and customer service standards at all times. Ensure the customer service desk is organized, clean, and presentable. Stay updated on new products, services, policies, and procedures to provide accurate information.

Qualifications

High school diploma or equivalent; diploma or certification in customer service is a plus. Minimum 2 years of experience in a customer service or retail sales environment. Experience in the outdoor, adventure, or sports retail industry is an advantage.
Job Types: Full-time, Permanent