Customer Service Team Member-Cashier at Simbisa Brands Kenya Limited

OB OBJECTIVE

Responsible for protecting and enhancing every opportunity to build customers’ loyalty.  Should also portray good company image, build good customer relations and be dedicated and assertive to consistently be efficient in controlling the sales situation and creating added value through quality service and in every aspect of the experience.

KEY RESULT AREAS/ INDICATORS OF GOOD PERFORMANCE

• Timely notification of changes on voids and any other fiscal errors from the system to the Complex Manager.
• Effective issuance of receipts to customers on every purchase to avoid abuse of system controls
• Zero tolerance for cash and stock variances

• Paying close attention to customers
• Understand and anticipate customer needs
• Increase in sales through up selling
• Consistent achievement of budgeted sales targets
• Minimal customer complaints – complaint should be solved promptly and appropriately

KEY DUTIES AND RESPONSIBILITIES

Budgeting and accounting

• Ensure set sales targets are achieved by use of effective sales techniques
• Receive cash from customers using the mode of payments set by the company policy and ensure it is receipted appropriately
• Complete sale transactions in the point of sales and always give the customer his receipt
• Follow the cash control procedures as per rules and regulations of the company

Cash, banking responsibility and credit sales

• Ensure all transactions to be paid through credit cards are coordinated by the manage on duty who will run the card in the credit machine
• Responsible for banking – Banking slips to be signed by Customer Service Team Member, manager and the cash shall be dropped by both parties with a witness; in case the banking slip and the cash gets lost, the money is paid by the respective parties.
• Ensue cash filled in the banking slip by the manager is corresponding to the actual pick up
• Full accountability for petty cash float – must ensure availability and correct handling of the same
• Ensure the customer complaints are solved promptly and appropriately
• Ensure credit terms arrangement for huge orders are authorized by the Complex Manager
• Ensure any encashment of cheque is authorized by the Complex Manager
• Ensure float hand over form is filled in every day and the float amount is as issued
• Reconcile transactions.

Customer service and Public Relations

• Provide feedback to the shop manager / supervisor in relation to customer complaints, expectations and perception about the business.
• Provide satisfactory customer service and value for money, as customer is the driving force behind our business
• Count and record high value products accountable to the Customer Service Team Member in the beginning and at end of the shift.
• Inform customers about ongoing brand promotion and ensure repeat business
• Participate actively in specific brand to promote team work and achieve common goals

Reporting and records’ management

• Handle records and accounts for all cash and credit transactions without discrepancies
• Record the opening and closing stocks in the shift
• Ensure proper documentation is maintained e.g. all counted stocks must be recorded in the stock sheets provided.

COMPLIANCE (Product quality, hygiene, safety, sanitation and legislative compliance)

• Ensure product quality that meets the brand set standards
• Ensure no expired products are in stock. Products should always be fresh and with no damages
• Possess good and thorough product knowledge and respective specification
• Implement the Three-bucket system as an effective method of cleaning and combating bacterial build up.
• Prepare clean, safe food; to achieve this, the brand operations principles clean as you go must be ensured.
• Upholds commitment and adherence to all safety and security requirements
• Commitment to quality brand products and services without compromising or sabotaging either,
• Monitor actions of customers to ensure that health and safety standards and liquor regulations are obeyed.
• Ensure the front counter equipment and systems and systems are operating effectively.