Retail Shop Assistant
We are looking for a full-time retail assistant for our shop in Guildford, Surrey. Candidates will have demonstrable high face-to-face customer service standards and work effectively as members of a busy team in the on-site shop. The business is growing quickly and we are looking for an individual who understands our customer’s ever-changing needs in a retail environment and is ready to take the initiative to effectively meet our high customer service standards.
Ensures that each customer feels like the most important customer of the day by delivering a consistently high standard of customer service when they come into the shop.
Be comfortable in responding positively and effectively to greet customers entering the shop.
Know where the products are kept on the shelves, and other areas, to ensure quick retrieval of items or to locate an alternative product for a customer.
Ensures stock is on the shelves and available for customers to purchase.
Is proactive in keeping the shop clean, tidy and clear of obstructions.
Invests time in learning to have a full understanding of the products on the shop floor and the whole business and explain their differences as necessary to ensure that the customer is buying the most appropriate goods for their needs.
Promptly responds to telephone enquiries to the shop regarding stock.
To effectively communicate with the Fulfilment Centre and Warehouse.
Can effectively refer a customer’s enquiry to a specialist colleague and make the necessary introductions or know where to seek further information as required.
Maintain and ensure current product and service knowledge is up to date so that the customer is confident that they are getting the best and most up-to-date information or product solutions.
To be responsible for processing customer returns correctly.
Can understand the importance of warranties and advise customers accordingly.
Be able to handle any complaints either in person or over the telephone, calmly and professionally and take ownership for escalation of the details as appropriate.
To work to, and exceed, Company standards and KPIs.
To meet sales targets and support colleagues as necessary.
Be able to accurately follow till and other transaction processes.
Can make the first impression a customer may have of the Company, and its services, as positive an experience as possible.
Is consistently patient, calm, and fully able to clarify a customer’s complaint or need and when to escalate complaints.
Has a strong eye for detail and ensures accuracy with data and information.
Be able to identify possible sales opportunities eg by offering a customer a more up-to-date product or an add-on appliance to ensure the customer can work more effectively.
To be able to work in an adaptable and flexible manner in a fast-paced retail environment.
Able to show experience in customer services on the frontline.
Excellent communication skills.
Demonstrate attention to detail and creative problem-solving.
Has the ability to collaborate with multiple departments.
Can present evidence of high standard teamwork.
Has experience of working with Microsoft Office and other in-house software systems.
Displays an interest or experience in arboriculture.
The working hours are Monday to Friday 8.00 – 17.00, and two Saturdays a month, with an unpaid lunch break of one hour and offering free on-site car parking.
20 days holiday + Bank Holidays – employees are asked to retain three days for the period between Christmas and New Year. Due to the location, all employees need to be able to travel to work using their own transport.
Salary up to £21,000 per annum