customer service
Processes and principles related to the customer, client, service user and to personal services; these may include procedures to evaluate customer's or service user's satisfaction.
Cashiers operate the cash register, receive payments from customers, issue receipts and return change due.
Competences and skills
25 ESCO relationsEssential knowledge 1 competence
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
1 competenceCross-sector
0 competencesNo competences in this bucket.
Essential skills and competences 9 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
3 competencesissue sales invoices
Prepare the invoice of goods sold or services provided, containing individual prices, the total charge, and the terms. Complete order processing for orders received via telephone, fax and internet and calculate the customer’s final bill.
operate cash register
Register and handle cash transactions by using point of sale register.
process refunds
Resolve customer inquiries for returns, exchange of merchandise, refunds or bill adjustments. Follow organisational guidelines during this process.
Cross-sector
6 competencesapply numeracy skills
Practise reasoning and apply simple or complex numerical concepts and calculations.
ensure client orientation
Take actions which support business activities by considering client needs and satisfaction. This involves understanding what customers want, providing advices, selling products and services or processing complaints, while adopting a positive attitude.
manage theft prevention
Apply theft and robbery prevention; monitor security surveillance equipment; enforce security procedures if needed.
process payments
Accept payments such as cash, credit cards and debit cards. Handle reimbursement in case of returns or administer vouchers and marketing instruments such as bonus cards or membership cards. Pay attention to safety and the protection of personal data.
provide customer follow-up services
Register, follow-up, solve and respond to customer requests, complaints and after-sales services.
use different communication channels
Make use of various types of communication channels such as verbal, handwritten, digital and telephonic communication with the purpose of constructing and sharing ideas or information.
Optional knowledge 3 competences
Occupation specific
0 competencesNo competences in this bucket.
Sector-specific
2 competencessales argumentation
Techniques and sales methods used in order to present a product or service to customers in a persuasive manner and to meet their expectations and needs.
sales promotion techniques
The techniques used to persuade customers to purchase a product or a service.
Cross-sector
1 competenceteamwork principles
The cooperation between people characterised by a unified commitment to achieving a given goal, participating equally, maintaining open communication, facilitating effective usage of ideas etc.
Optional skills and competences 12 competences
Occupation specific
3 competencesmaintain check-out area cleanliness
Keep check-out areas in a clean and orderly condition.
process loyalty schemes
Provide customers with applications for loyalty schemes. Register customer to loyalty schemes by assigning the card on their account. Exchange bonus for loyalty benefits.
reserve merchandise for customers
Reserve items for customers and make follow-up calls to ensure that reserved items are picked up within the reservation time frame.
Sector-specific
7 competencesdirect customers to merchandise
Inform customers of where they can find the products they are searching for and escort them to their desired product.
maintain transaction's reports
Maintain regular reports related to the transactions performed via the cash register.
monitor check-out point
Ensure check-out points have adequate cash available and are staffed appropriately.
pack merchandise for gifts
Gift-wrap merchandise at the customer's request.
package purchases in bags
Packet purchased items and place them in shopping bags.
put up price tags
Put price tags on products and ensure the prices are correctly displayed.
weigh materials
Weigh materials and products, record weight and other relevant data on tags or labels.
Cross-sector
2 competencescount money
Count money by sorting and wrapping money and coins.
train employees
Lead and guide employees through a process in which they are taught the necessary skills for the perspective job. Organise activities aimed at introducing the work and systems or improving the performance of individuals and groups in organisational settings.