Customer Experience Representative

The Customer Experience Representative is responsible for delivering exceptional customer service in a smart device retail environment.

Job Title: Customer Experience Representative
Location: Kingston 
Department: Sales & Customer Service
Reports to: ICT Sales Manager
Job Type: Full-Time / Temporary 

Job Summary

The Customer Experience Representative is responsible for delivering exceptional customer service in a smart device retail environment. This role involves assisting customers in selecting products, providing product information, troubleshooting issues, and offering personalized solutions to enhance the customer’s overall experience. The representative will also be responsible for maintaining product knowledge, conducting in-store demonstrations, and supporting sales initiatives while embodying the brand’s values and mission.

Key Responsibilities

• Customer Engagement: Greet customers warmly, assess their needs, and provide relevant product recommendations and solutions.
• Product Expertise: Stay up-to-date with the latest smart device products, features, and services, offering in-depth knowledge to customers.
• Sales Support: Drive sales by assisting customers in making informed decisions and suggesting relevant accessories or complementary products.
• Technical Support: Offer basic troubleshooting and technical assistance with smart devices, and refer customers to appropriate technical support when necessary.
• Problem Resolution: Handle customer complaints or concerns in a calm and professional manner, ensuring positive outcomes and enhanced customer satisfaction.
• In-store Demonstrations: Conduct product demonstrations to showcase smart device features and functionality, encouraging customer engagement and purchases.
• Team Collaboration: Work closely with team members to meet sales goals and customer service standards,fostering a positive and inclusive store culture.

Qualifications

Education and Experience

• High school diploma or equivalent required; associate's or bachelor’s degree preferred.
• 1-2 years of customer service or sales experience, preferably in a retail environment.
• Experience in smart devices, electronics, or technology products is a plus.

Skills and Competencies

• Strong communication and interpersonal skills with a customer-focused mindset.
• Ability to learn quickly and apply new product knowledge effectively.
• Problem-solving and critical thinking abilities in a fast-paced environment.
• Basic understanding of smart devices and technical troubleshooting.
• Ability to work well in a team-oriented environment.

Work Environment

• Must be available to work flexible hours, including evenings, weekends, 

Key Competencies

• Customer Focus: Anticipates and understands customer needs, exceeding expectations to deliver a personalized experience.
• Communication: Effectively communicates product knowledge and resolves concerns in a clear and positive manner.
• Technical Aptitude: Demonstrates comfort with technology and has the ability to explain product features and assist with troubleshooting.
• Adaptability: Handles multiple tasks with ease and adjusts to changing priorities in a dynamic retail environment.