Customer Service Associate

Summary

The Customer Service Associate is responsible for assisting customers with inquiries, purchases, returns, and store services while ensuring a positive shopping experience. The Customer Service Associate plays a crucial role in maintaining Don Don Donki's service standards and reflecting the company's commitment to customer satisfaction.

Job Responsibilities and Duties include but are not limited to

Customer Support & Communication:

• Assist customers at the customer service desk with inquiries, purchases, and returns.
• Handle customer phone calls and provide accurate information about store policies, products, and services.
• Address customer concerns professionally and escalate complex issues to management when necessary.
• Provide customer support ensuring clear and effective communication.

Sales Transactions & Store Policies:

• Process sales for restricted items such as tobacco and premium products, ensuring compliance with legal age verification and store policies.
• Assist with the sale and documentation of Donki Vouchers, ensuring accurate record-keeping and adherence to voucher policies.
• Facilitate exchanges and refunds according to store policies, verifying eligibility and ensuring proper documentation.
• Assist customers with self-checkout POS systems, ensuring smooth transactions and providing support when needed.

Lost & Found Management:

• Accept and document lost and found items, ensuring accurate record-keeping.
• Store non-valuable and valuable items securely and coordinate with management for further handling.

Store Procedures & Assistance:

• Assist in organizing returned or written-off items behind the customer service desk.
• Provide backup support for cashiering and bagging when needed, staying within three POS stations of the customer service desk.
• Operate the storewide intercom for customer assistance, alerts, or other store communications following designated codes and procedures.

Promotions & Raffle Events:

• Manage and distribute promotional gifts and raffle entries while maintaining tracking records.
• Stamp receipts to prevent duplicate redemptions and ensure compliance with promotional policies.

Baggage Locker Assistance:

• Facilitate baggage locker usage by guiding customers through the process and ensuring compliance with store policies.
• Provide customers with liability waivers and assign luggage locks while ensuring proper documentation.

Supervisory Responsibilities 

None.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

A high school diploma or equivalent; previous experience in customer service, retail industry, or related field preferred; or any equivalent combination of formal training and/or experience which provided the necessary knowledge, skills and abilities thereof.  Previous supervisory experience in cash handling or finance role is a plus.

Language Skills

Proficiency in the ability to read, write, and speak Korean language.

Ability to read, analyze, and interpret general business data and effectively respond to the data. Ability to write routine reports and correspondence. Ability to effectively present information and respond to questions from vendors, customers, employees, or others involved or associated in the warehouse section function.

Mathematical Skills

Ability to work with mathematical concepts relevant to the role such as addition, subtraction, multiplication, and division. General knowledge of basic accounting a plus.

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions.

Certificates, Licenses, Registrations

Valid Health Certificate and ABC License.

Other Skills and Abilities:

Knowledgeable in use of computer software applications customarily used in the job function at an appropriate proficiency level.

Physical Demands of the Job

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee may sit for extended periods of time when performing tasks such as reconciling financial records, generating reports, and working on a computer. The employee is also required to stand; walk; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; stoop, kneel, crouch, or crawl.
• The employee will also occasionally lift, push, pull, and/or carry 50 pounds or more of carrying cash deposits, coin bags, or other financial materials. While individual items may not be excessively heavy, the cumulative effect of handling multiple items may require some physical exertion. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.