Title: Reception Staff

Location: Store

Division: Operations

Department: Check Out

Reports To: Reception Supervisor

MAJOR RESPONSIBILITY

The main responsibilities of the Reception Staff are to display a high level of customer service, answer the telephone, issue membership cards, receive and process returned merchandise, handle customer Loyalty Campaigns, issue tax invoices, and handle customer property in the Bag Deposit area. Other functions include VAT refunds, in-store announcing, handling items in need of repair, customer lost and found, customer complaints, and maintaining a good relationship between Makro and customers.  

• Display a high level of Customer Service at all times; listen carefully, answer inquiries, provide store directions, and handle issues with a sense of urgency
• Greet the customers with a warm smile and greeting, making eye contact
• Ensure that every phone call is answered warmly and handled with care; always follow up - never leave a call waiting
• Follow the membership application procedure and complete the application process
• Handle membership card problem solving
• Provide Makro Mail for customers who did not receive and solve Makro Mail distribution problems
• Receive customer complaints and/or recommendations and coordinate with related parties
• Process returned merchandise strictly following the company’s regulations
• Count starting fund at return till and record details in the control book correctly
• Record accuracy of accumulated money and detail of redemption of cash coupon 300, 500
• Record accuracy of accumulated money and detail of redemption of Loyalty Campaigns
• Issue tax invoices with documents completed correctly and promptly  
• Handle Bag Deposit services
• Handle tourist VAT refund for foreigner
• Handle in-store announcing including paging, news, and information about sales promotions
• Handle merchandise repair by vendor according to company policy, preparing documentation for merchandise “In” and “Out”
• Prepare record in the logbook for customer’s lost and found items
• Provide receipt of fine payment regarding loss of Car Park ticket by customer
• Monitor cleanliness and safety of operation area, and maintain tools and equipment to be in good working condition
• Prepare board for Makro Mail promotion in front of the store
• Performs any other tasks not specified herewith as required

Education and/or Job Experience Requirements

• High school or diploma (management or related field)

Core Competency

• Customer-oriented
• Target–oriented
• Decisive and flexible
• Services mind

Technical Competency

• Interpersonal and coordination skills
• Negotiation skills
• Communication skills
• Analytical skills
• Computer literacy