Role Profile: Customer Service Assistant

The Customer Service Assistant is responsible for helping customers with their inquiries, providing information about products and services, and resolving issues to enhance overall customer satisfaction.

• Greet customers warmly and assist them with their queries.

• Handle customer complaints and provide appropriate solutions.

• Process orders, returns, and exchanges efficiently.

• Maintain accurate records of customer interactions and transactions.

• Collaborate with team members to improve service delivery.

• Strong communication and interpersonal skills.

• Ability to work well under pressure and handle difficult situations.

• Good problem-solving abilities and attention to detail.

• Basic computer skills and familiarity with customer service software.

• Patience and a positive attitude towards helping customers.

• GCSEs (or equivalent) in Maths and English.

• Previous experience in customer service or retail is desirable but not essential.

Possible advancement to Senior Customer Service Assistant, Customer Service Supervisor, or Customer Support Manager.

• National Customer Service Association (NCSA) for best practices.

• Online customer service training programs on Coursera or Alison.

• Books such as "The Customer Service Survival Kit" by Richard S. Gallagher.

Assisting a customer in finding the right product based on their needs by asking relevant questions and guiding them through available options, thus ensuring a positive shopping experience.