Customer Service Representative

Job Title:                            Customer Service Representative

Reports to:                     CEO, and Customer Relations and Logistics Supervisor

Liaises with:                   The Floral Department, Dispatch Department, Account Department, Special Events, Department, Laundry Department, Inventory / Purchasing Department, Production Department, and CEO.

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JOB SUMMARY

The Customer Service Representative will be the first point of contact for clients and visitors at Celebrations Ltd, providing friendly, professional, and knowledgeable assistance. The ideal candidate will be self-motivated, goal-oriented, and possess excellent communication skills. Proficiency in our computer programs is essential. This role also includes answering a multi-line telephone system and directing calls to the appropriate areas of the business.

KEY RESPONSIBILITIES

Reception:

• Serve as the first point of contact and welcome all guests.
• Answer incoming calls professionally and courteously, directing them appropriately or taking accurate messages.
• Maintain and enter information into in-house computer programs such as Fusion and Got Flowers.
• Handle daily cash and credit card transactions.
• Account for any discrepancies in the cash drawer and inform the Accounts Manager of necessary corrections.
• Respond to customer needs and exceed expectations by educating them on new products, suggesting uses and add-ons, informing them of upcoming events or promotions, and ensuring quick purchasing transactions.
• Have comprehensive knowledge of all Celebrations Ltd products and services, including retail and rental items, prices, and special promotions.
• Maintain the showroom area and visual displays to align with the Celebrations Brand.
• Liaise with customers and input floral and gift orders.

General Admin Assistance:

• Maintain inventories and order office supplies and pantry items.
• Assign uniforms as needed.
• Coordinate onsite facility maintenance, cleaning, and problem resolution.
• Handle additional administrative duties as required.
• Participate in Purchasing and Inventory meetings, providing suggestions on popular items and customer preferences.
• Assisting with inventory counts as needed.
• Inform the Purchasing Department of sold-out retail items.
• Support other departments with administrative tasks as required, ensuring professional presentation of stock, merchandising, and overall store cleanliness, safety, and security.
• Assist the General Manager and CEO with administrative duties upon request.
• Support the Senior Dispatcher, Operations Manager, and Floral Manager with administrative tasks.
• Manage daily concierge order status and provide billing information to the accounts department and hotels.
• Assist customers with rental items, create proposals, and process billing.
• Understand and manage customs clearance processes and associated receiving procedures.
• Help the HR department organize company events like birthdays and anniversaries.
• Communicate operating policies and issues at department meetings and through memos.

PERSON SPECIFICATION

The ideal candidate will be a high-caliber professional with the following attributes:

• Personal resilience and the ability to work effectively and remain calm under pressure.
• A high degree of personal and professional integrity and credibility to maintain the trust of management and staff.

KNOWLEDGE, SKILLS AND EXPERIENCE

• Minimum of 3 years in a Customer Service Representative role.
• Proven experience in an office/operations role is preferred.
• A degree in business administration will be a plus.
• Experience in the hospitality, sales, or retail industry will be a plus.
• Excellent computer skills.
• Strong communication, organizational, training, and negotiating skills.
• Ability to interact effectively with clients and employees from senior management to the front line.
• Creativity in developing new processes.
• Ability to handle confidential information discreetly.
• Ability to work independently and solve problems.
• Ability to work well under pressure and meet deadlines.

WORKING CONDITIONS

The role will have normal office conditions. This position will often require the post holder to work beyond normal working hours to meet deadlines, including weekends and Public Holidays if required.

The salary range is CI$24,000 – CI$30,000 per annum, working 45 hours per week, depending on qualifications, knowledge, and experience. Benefits as deemed by law. This is a full-time position.

Working Hours: Monday to Saturday 9am to 6pm and Saturdays 9am to 1pm but may vary depending on the busy season.