Retail Service Agent

Role overview

This position supports the front-counter and branch operation through a mix of administrative, coordination, and customer-facing work. The role can include data entry, ramp-related work, sorting, tracing, dispatch support, and local customer service, although most of the day is typically spent on office-based duties.

Primary purpose

The main objective is to promote the company’s products and services to customers so commercial targets are met, while also helping grow repeat business and credit accounts.

Key duties

• Handle a range of counter-based customer service, clerical, and administrative tasks involving both direct and indirect contact with customers.
• Present and recommend the company’s service range in support of sales goals and the growth of regular customers and credit business.
• Help customers trace shipments, respond to questions about products and services, and provide support in person and by phone.
• Inspect parcels to confirm correct labelling, permissible contents, proper weight and dimensions, suitable wrapping, declared insurance value, hazardous-material requirements, and destination customs paperwork.
• Support branch budget, revenue, and expense control efforts, and contribute to improving branch profitability through effective use of resources.
• Open and close the branch as needed, maintain a tidy workspace, check furniture and supplies, and ensure customer service standards and timings are met.
• Identify new customer opportunities and additional business prospects, recommend appropriate solutions, open new accounts, secure extra shipments, and pass on sales leads.
• Deliver a strong customer experience by helping resolve a variety of customer concerns with suitable solutions.
• Follow commercial and administrative procedures and coordinate with the relevant teams.
• Protect company assets and values, and help prevent losses, shortages, or handling issues in the workplace.
• Arrange the supplies needed for daily documentation and shipment packaging.
• Carry out other related tasks when assigned.

Minimum education and experience

Applicants should have a high school diploma or equivalent, strong English proficiency, and at least 2 years of customer service experience with a sales focus. Experience handling cash and other valuables is also required. Prior experience in a FedEx SCS warehouse, along with familiarity with its operations and key customer requirements, is preferred.

Skills and working ability

The role calls for solid office skills, careful attention to detail, strong planning and coordination abilities, and good interpersonal and problem-solving skills. The candidate should be able to sequence tasks for themselves and others, interpret customer instructions accurately, and work comfortably with tools such as scanners, printers, and intranet systems while performing basic maintenance. Good typing, filing, and computer skills, clear communication, a pleasant speaking voice, and a neat professional appearance are also important. Physical capability to lift up to 50 lbs and move single packages weighing up to 150 lbs with suitable equipment, or within local legal limits, is required.

About the employer

The employer is a globally recognized logistics company known for its service quality, innovation, and strong workplace reputation. It has also received multiple international awards and recognitions for employment, diversity, and sustainability across various regions.