Customer Advisor

The main role of the Customer Advisor is to ensure that every customer interaction results in a very positive experience that will translate to sales, customer loyalty and growth in customer base.

Responsibilities

Customer Focus

• Work towards meeting and exceeding customers’ expectations; seeks guidance and assistance from seniors whenever needed.
• Strive to understand a customer’s health condition, lifestyle, habits and requirements; and ensure that the customer’s health remains the focus when answering queries and/ or providing product information and benefits.
• Ensure that ALL customers are treated with respect, and complaints and/ or inquiries are handled with the highest level of professionalism making certain that only necessary information are disclosed.
• Document and forward to Store Exec the product feedback and service experience given by customers.
• Offer to assist the customer in navigating the Online Shop

Sales Achievement

• Achieve monthly sales target both total and per category through various efforts including telesales, upselling and/ or cross-selling.
• Utilize sales strategies and all marketing efforts.
• Ensure that product inquiries are handled effectively.
• Efficiently handle the sales process and ensure that sales transactions are processed observing all standards especially those that relate to cashiering and POS are strictly observed.
• Encourage customers to sign up for the membership program.

Product Knowledge

• Learn the products by reading relevant materials available in the store, Telegram app and through self-study.
• Attend product training sessions, and complete all product-related examinations.
• Engage in knowledge-sharing with co-employees.
• Provide at least basic information about the products of each category.
• Provide product expertise at least in one category.

Inventory Management and Control

• Ensure that shelves and gondolas are well-stocked and in accordance with the merchandising standards; perform product facing; monitor and update shelf-tags
• Check product expiry and timely report any form of damages.
• Ensure that nearly expiring products are pulled out from the shelves.
• Participate in inventory count.
• Ensure that inventory variances are accurately documented and reported for appropriate action by the Store Exec.
• Receive and check stock delivery; ensure that documents reconcile with actual products delivered.
• Coordinate with other stores on product requests.

Standard Operating Procedures

• Observe all work standards, rules & regulations including adherence to all applicable health and safety protocols.
• Ensure that all areas are kept clean maintaining the “premium look” of the store.
• Be aware of shoplifters at all times, and immediately report to the Store Exec any irregularity observed in the store.

Qualifications

• Demonstrates ‘Beginner’ proficiency level in operational competencies, business, people, and leadership competencies.
• Believes in and models the brand in appearance, demeanor and lifestyle
• Detail-oriented, focused and highly organized
• Discreet and very professional
• Personable and with very good communication skills
• Patient, respectful and tactful
• Persistent and with good influencing skills
• Good in time management
• Capable of multi-tasking and working under pressure
• Capable of handling changing requirements or demands