Position Description - Customer Experience Expert
Applies to: all Noel Leeming team
Overview
To be the champion of customer service ensuring all customers receive a world class customer experience from when they enter until they depart the store. Assisting the store management team to deliver a high store performance by upholding the core Noel Leeming values and standards and ensuring visual merchandising best practice.
Our Way
‘SPIRIT’ is Noel Leeming Group’s values and behaviours that help guide our actions and decision-making with everyone we interact with including our customers and each other.
• Strive Our standards are high yet daily we strive to exceed them.
• Passion Passion is the heart of everything we do.
• Integrity We do the right thing.
• Respect Respect for all guides our actions and decisions.
• Innovation We provide innovative end-to-end solutions.
• Teamwork We work together to achieve our goals.
Nature and Scope of Role
This position is one of a number of roles reporting through to the Store Manager and thus forms part of the store team.
The actions of the Customer Experience Expert will directly influence Noel Leeming Group Limited’s market position. This is a pivotal role in ensuring Noel Leeming meets its commitment to excellent customer service and to achieving set targets.
The Company will support and train the Customer Experience Expert to be able to deliver excellent customer service and to achieve targets. In return, the Customer Experience Expert must be conversant with all Company systems, policies and procedures.
This role is not responsible for the supervision of any employees, but coordination of particular projects and promotions with other team members will be required.
The Customer Experience Expert will be the first point of contact for customers and therefore must lead by example projecting a professional image at all times. Part of the Company’s professional image is to provide a Customer Experience Expert with a Company uniform, which is required to be worn during business hours and at all official Company functions (e.g. training sessions) and supplier events.
The wellbeing, health and safety of all team members is important to the Company and as such all team members must follow the safe work practices outlined in the Company’s Health and Safety Policy.
Key Responsibilities/Accountabilities
• To champion customer service within the store
• To greet and direct customers to product areas
• To influence store members to adopt a strong customer service ethic and improve their standards
• To deal with all customer professionally, these include: account payments, service repairs, sales enquiries, cash sales, hire purchase contracts, credit applications
• To take responsibility for, and proactively resolve, customer issues and complaints as they arise
• To run exciting promotions to engage customers
• To proactively interact with the customer to identify the appropriate products to meet their needs
• To educate customers on how to effectively use products
• To work hand-in-hand with the 3IC to make sure key lines are being well represented within the store
• To hold responsibility of the customer survey
• To manage the store roster to ensure customers receive a world class customer experience
• To follow the non-negotiable service standards for Noel Leeming, including in relation to phone calls
• To understand and conform to all Company policies and procedures
• To display integrity in all interactions with customers and in the approach to work tasks
• To conduct him/herself in a professional manner at all times, recognising this also covers the areas of personal presentation
• To comply with the Company’s Health and Safety Policy, including the immediate reporting of any accident or unsafe work conditions, equipment or practices to the Store Manager
• Ensure the delivery of safe work practices and environment for all customers and team members
• To undertake any other duties as allocated by the Store Manager from time to time
Personal Competencies
• Demonstrate a superior customer service focus
• Be an effective communicator in different situations and with different people
• Be able to achieve sustainable improvement in results by influencing others to become more customer centric
• Demonstrate emotional maturity at all times
• Demonstrate leadership ability
• Demonstrate a high level of professionalism, including standard of dress and demeanour
• Be able to view things from the customer’s perspective and act to provide internal and external customers with quality services and products
• Be able to recognise and actively search for opportunities to increase sales and profit
• Be able to develop long term relationships both internally and externally, based on trust, confidence and mutual respect
• Display high levels of positive energy and a passion for the job
• Think in a focused, analytical and detailed manner
• Be honest and ethical with customers and fellow colleagues at all times
• Have high levels of initiative, display good team work skills, be flexible and adaptable
The above duties and responsibilities within this role are not meant to be limiting – rather to give an outline of essential duties of the position that may change from time to time, which will require flexibility.
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