Our client is looking for a calm and solutions-driven Customer Service Desk Representative to manage in-store customer queries. This position is ideal for someone who enjoys resolving issues and improving customer experiences. You will be responsible for handling returns, exchanges, and policy-based exceptions with accuracy. The environment can be busy, so you must remain professional under pressure and keep records clean. You will work closely with cashiers, supervisors, and store management to ensure consistent decisions. If you have strong communication skills and a service mindset, you will thrive in this role.

Handle customer queries, returns, exchanges, and refunds in line with policy and approvals.
Maintain accurate documentation for all exceptions, credits, and customer complaints.
Coordinate with suppliers or internal departments for product issues and resolutions.
Support queue management and ensure service level targets are met during peak times.
Assist with loyalty queries, account updates, and promotional clarifications.
Identify recurring issues and provide feedback to management for process improvement.
Support cash-up controls and ensure customer service desk reconciliation is accurate.

Matric essential.
1–3 years customer service experience, ideally in retail.
Strong problem-solving ability and conflict resolution skills.
Comfortable using POS and basic office tools (email, Excel/Word).
Strong attention to detail and ability to follow policy.
Willingness to work shifts, weekends, and public holidays.