Question 1

What is the main difference between a customer service assistant and a retail sales assistant?

Accepted Answer

While both roles involve customer interaction, a customer service assistant typically focuses on handling enquiries, resolving complaints, processing returns and exchanges, and managing the customer service desk. Retail sales assistants focus more on sales, product knowledge and merchandising. Under the General Retail Industry Award, both are classified as Retail Employees but may have different key responsibilities.

Question 2

What award covers customer service assistants in retail?

Accepted Answer

Customer service assistants in retail are typically covered by the General Retail Industry Award 2020 (MA000004). This award applies to employees in retail establishments including department stores, specialty shops and other retail businesses. Always verify which award applies to your specific retail business.

Question 3

What classification level should I use for a customer service assistant?

Accepted Answer

Under the General Retail Industry Award, customer service assistants typically fall under Level 1 for entry-level positions or Level 2 for those with experience handling complex customer issues. Classification depends on the complexity of complaints handled, decision-making authority and experience. See our Retail Award pay rates guide for current rates.

Question 4

Should I include pay rates in a customer service assistant job description?

Accepted Answer

While not legally required, including indicative pay rates helps attract suitable candidates and sets clear expectations. You can reference the applicable award rate or use phrases like 'Award rates plus penalties' or 'Competitive hourly rate based on experience.' Check the current Retail Award rates for guidance.

Question 5

What qualifications do customer service assistants need?

Accepted Answer

Formal qualifications aren't typically required for customer service assistant positions. Most employers prioritise customer service experience, excellent communication skills, patience and the ability to remain calm under pressure. A Certificate III in Retail or customer service training is desirable but not essential for entry-level positions.

Question 6

Do customer service assistants need any specific training?

Accepted Answer

While not legally required, training in complaint handling, conflict resolution and de-escalation techniques is highly beneficial. Some retailers provide in-house training on returns policies, refund procedures and customer service standards. Understanding your store's policies and procedures is essential. Track training completion using HR software.

Question 7

What experience should I look for in a customer service assistant?

Accepted Answer

Previous customer service experience is highly valuable, whether in retail, hospitality or call centres. Look for demonstrated ability to handle difficult customers, resolve complaints professionally, process returns accurately and maintain composure during challenging interactions. Experience with customer service software or POS systems is advantageous.

Question 8

Can I hire customer service assistants without experience?

Accepted Answer

Yes, but customer service roles typically require more maturity and communication skills than general retail positions. Entry-level customer service assistants should demonstrate strong interpersonal skills, empathy, patience and ability to stay calm. Many retailers prefer candidates with some prior customer-facing experience before placing them in service desk roles.

Question 9

Should I hire casual or permanent customer service assistants?

Accepted Answer

This depends on your business needs. Permanent staff are often preferred for customer service roles as they develop deeper product knowledge, understand policies better and build consistency in complaint resolution. Casual staff can provide flexibility for peak periods. Many retailers use permanent staff for service desks with casual support during busy periods. See our guide on casual vs permanent employment trends.

Question 10

What penalty rates apply to customer service assistants?

Accepted Answer

Under the General Retail Industry Award, penalty rates apply for: Saturdays (varies by employment type), Sundays (premium rates), public holidays (premium rates), and evening work after certain hours. Casual employees receive a 25% loading instead of leave entitlements. Use award interpretation software to calculate rates accurately.

Question 11

What are the minimum shift lengths for customer service assistants?

Accepted Answer

Under the General Retail Industry Award, the minimum engagement for casual employees is 3 hours per shift. Part-time employees also have minimum shift requirements. This ensures employees receive reasonable compensation for attending work. Check the award for specific requirements based on employment type.

Question 12

What should I include in a customer service assistant employment contract?

Accepted Answer

Key elements include: position title and classification level, employment type (casual/part-time/full-time), hourly rate or salary, applicable award, reporting structure, main duties with emphasis on complaint handling responsibilities, work location, required availability and any uniform requirements. Use our digital employment contracts to simplify this process.

Question 13

What authority should customer service assistants have to resolve complaints?

Accepted Answer

This varies by business, but clear guidelines are essential. Define what customer service assistants can resolve independently (e.g., standard returns within policy, minor complaints) versus what requires manager approval (e.g., refunds over a certain amount, policy exceptions). Clear authority levels prevent escalation delays and help staff to resolve issues efficiently.

Question 14

How should I train customer service assistants to handle difficult customers?

Accepted Answer

Provide training on de-escalation techniques, active listening, empathy statements and when to involve management. Role-playing common scenarios helps build confidence. Establish clear escalation procedures and ensure staff know they don't have to tolerate abusive behaviour. Support from management and clear policies are essential for staff wellbeing.

Question 15

What metrics should I track for customer service performance?

Accepted Answer

Common metrics include resolution time, first-contact resolution rate, customer satisfaction scores, complaint volume by category and escalation rates. However, focus on quality over speed — rushed complaint handling often creates more problems. Track trends to identify systemic issues and training needs.

Question 16

What should I include in returns and refund policies for customer service staff?

Accepted Answer

Document clear policies covering: timeframes for returns, proof of purchase requirements, condition requirements (tags attached, unused), refund methods, exchange processes, warranty procedures and Australian Consumer Law obligations. Ensure customer service staff understand both your store policies and consumer rights under ACL.

Customer service assistant job description