Retail Staff | KOTON

Role Overview

Retail Staff position at KOTON, part of the Apparel Group. This role is responsible for representing the brand by maximizing sales within the store through exceptional customer service and retail experience, while performing various operational duties assigned by the store manager or assistant store manager.

Role Purpose

The position exists to drive sales and contribute to store revenue through outstanding customer service, mentorship of entry-level associates, effective merchandise management, and accurate handling of point-of-sale operations while upholding brand standards and company policies.

Key Responsibilities

Customer Service

• Greet customers and assist them in selecting the right product.
• Convert window shoppers to ultimate buyers.
• Promote the Club Apparel Loyalty Program for repeat sales.
• Educate customers about product features, advantages, benefits, materials, and care instructions.
• Maintain strong knowledge of product inventory and promotions to effectively communicate with customers.
• Serve customers with the highest standards following the company guideline of selling: GUEST (Greet, Understand, Explain, Sell, Thank).
• Stay informed about the various brands of the group for suggestive selling to customers.
• Stay informed about the latest fashion trends, designers, and brands carried by the store.
• Achieve and exceed individual sales targets by actively engaging with customers to understand their needs and preferences.

Supervision & Leadership

• Provide guidance, mentorship, and training to entry-level sales associates.
• Become a buddy to newly joined team members in the store.
• Track completion of learning programs for all staff in the store.
• Lead by example and demonstrate excellent customer service and sales techniques.
• Monitor entry-level sales associates and provide constructive feedback to enhance sales techniques.
• Collaborate with the store manager to implement and enforce company policies.
• Assist in overseeing daily operations, including opening and closing procedures.

Merchandise & Inventory Management

• Ensure all stock is laid out and displayed to attract customers and per standard layout norms.
• Ensure all Visual Merchandising guidelines are followed and stock norms on clearance are maintained.
• Record inventory inward and outward and maintain reports.
• Contribute to inventory management and assist in periodic stock counts.
• Replenish and re-merchandise stocks on the shop floor on an ongoing basis to ensure maximum range and product availability.
• Ensure minimal stock loss through up-to-date product knowledge.

Point of Sale & Financial Operations

• Handle the POS (Point of Sale) billing counter efficiently with access to SIOCS, Zebra, and Petty Cash systems.
• Tally money in the cash till at the beginning and end of shifts.
• Issue receipts, refunds, and change to customers correctly.
• Process payments by cash, credit cards, vouchers, and automatic debits.

Compliance & Store Security

• Ensure awareness and vigilance at all times of security in the store without negligence.
• Adhere to Standard Operating Procedures and Loss Prevention Policies.
• Maintain confidentiality of sales figures to outside parties.

Appearance & Professional Standards

• Be presentable and well-groomed at all times.
• Be flexible to work extended hours during sale periods.

Qualifications & Experience

• Bachelor's degree required.
• Minimum 3–5 years of previous experience in a sales role preferred.

Skills & Competencies

• Effective communication and interpersonal skills.
• Strong product knowledge and ability to educate customers.
• Proficiency with POS systems, SIOCS, Zebra, and cash handling.
• Customer service excellence and ability to convert prospects to buyers.
• Leadership and mentoring capabilities.
• Fashion and retail trend awareness.
• Loss prevention and security awareness.