CUSTOMER RELATIONS OFFICER (FOOD LOVER'S MARKET BLACK RIVER)

The Customer Relations Officer (CRO) is responsible for delivering a personalized shopping experience to the customers. This role acts as the frontline ambassador of the store, providing friendly and efficient service while maintaining the supermarket’s reputation for quality and care.

JOB DUTIES:

Customer Service & Engagement

• Greet customers in a friendly and professional manner.
• Remember regulars and greet repeat customers by name.
• Offer proactive assistance to shoppers (offer basket/shopping cart, help selecting products etc.).
• Assist customers with inquiries about products, promotions and store policies.
• Provide guidance on store layout, product availability and special offers.
• Ensure a seamless customer journey from entry to post-visit follow-up.

Relationship Management

• Build rapport with regular customers and address their specific needs.
• Encourage feedback on service, product selection, and store cleanliness.

Complaint Resolution & Service Recovery

• Listen attentively to customer concerns and resolve issues promptly and effectively (when able).
• Escalate complex issues to duty managers when necessary.
• Check back with dissatisfied customers to ensure they’re satisfied with the resolution.

Loyalty & Retention

• Actively promote and explain loyalty program benefits.
• Identify opportunities for upselling/cross-selling (e.g suggesting complementary products).
• Gather and document customer feedback for service improvement.

Operational Support

• Communicate any breach in store environment standards (e.g., cleanliness, product displays, ambiance) to duty managers.
• Monitor queue at check-out counter during peak time.
• Share customer insights with operational team to improve service consistency.

JOB REQUIREMENTS:

• School Certificate or Higher School Certificate.
• Previous professional experience in customer-facing role would be an advantage.
• Pleasant and outgoing personality.
• Able to maintain a positive attitude when handling customer complaints.
• Good written and spoken English and French.
• Willingness to work during weekends as well as on public holidays.