Retail Front Office Supervisor

Introduction

We are seeking a highly professional, friendly and organized Retail Front Office Supervisor to oversee our customer service desk, reception, and administrative operations. The ideal candidate will manage the cashiers, coordinate customer service initiatives, handle escalated inquiries, and streamline administrative workflows to ensure a premium shopping experience and seamless store operations.

Duties & Responsibilities

• Supervise Cashiers, Till Packers teams by scheduling shifts, assigning tasks, and monitoring front-of-house performance.

• Train incoming staff on retail operating systems, refund policies, and customer service excellence protocols.

• Resolve escalated complaints regarding product issues, returns, or service delays with professionalism and tact.

• Oversee financial administrative tasks including processing complex refunds, managing gift card accounts, and auditing daily service desk cash drops.

• Manage corporate communications by filtering phone inquiries, distributing incoming mail, and welcoming visiting vendors or corporate executives.

• Collaborate with floor managers to communicate customer feedback patterns and help optimize the overall store layout and service delivery displays using planograms, promotional themes, and seasonal guidelines.

Desired Experience & Qualification

• Grade 12, higher Certificate, Diploma, or equivalent experience in Retail Management, Business Administration.

• Proven supervisory experience at a high-volume retail customer service desk, reception, or front office environment.

• Proficiency in Retail Management Systems, point-of-sale (POS) software, and Microsoft Office Suite.

• Exceptional leadership, conflict-resolution, and clear verbal communication skills.

• Flexibility to work retail operational hours, including weekends, public holidays, and peak promotional seasons.