CUSTOMER SERVICE * Treat customers with courtesy and respect (greet with good morning, afternoon or evening, how may I help you, etc.); * Show empathy towards customers (put yourself in their place, serving them as you would like to be served); * When requested, stop what you are doing and give full attention to the customer; * Be ethical and professional at work, avoiding slang, loud conversations, or topics that might embarrass the customer; * When requested, record complaints, suggestions, and if there is any doubt about product location, accompany the customer to the item's location; * Interact frequently with customers and staff, maintaining good relationships; * Monitor cashier service to customers at POS terminals; * Guide cashiers to ask customers questions if a certain product has not been found. OPERATIONAL PROCEDURES * Pay attention when registering products packaged in wholesale (intermediate or closed box); notify the checker; * Assist cashiers when the service light turns on, for using F8 (searching products by description); * Monitor cashiers to ensure all items in customers' carts are properly registered; * Instruct customers to place same-flavor or same-fragrance items (wholesale sale products) together on the conveyor belt so they can be charged at wholesale prices; * Be attentive to rotating schedules for Sundays and weekly shifts; * Check price discrepancies between shelf tags and system prices upon customer request; * Open POS terminals; * Generate POS reports (sales summaries); assign cashier shift schedules; * Cancel receipts and sales items, recording cancellation reasons and obtaining signatures; * Issue invoices requested by customers at POS terminals; * Always check your assigned cash register before starting work; * Request change from treasury whenever necessary; * Verify check payments, counterfeit bills, and customer registrations; * Perform cash withdrawals from POS terminals according to management-established time intervals, remembering to inform store auditors (security); * Conduct end-of-day cash reconciliation; * Run Serasa checks on all checks, especially suspicious ones; * Process card payments via POS terminal if the Pinpad is not working for customer payment; * Close POS terminals; * Close mobile phone top-up reports; * Perform Z report closing; * Verify orders placed through telesales; * Confirm quantities of packaging requested and delivered in telesales orders; * Register orders and authorize their release; * Stamp all collected orders with date, auditor's name, and register number where it was processed; * Instruct cashiers to offer mobile phone top-ups; * Supervise and guide new employees, providing proper integration and specific job training; * Evaluate new employees during their probation period, providing appropriate feedback; * Process refunds or exchanges upon presentation of the receipt by the customer; * Assist at registers as POS operators and as front-end checkers for small orders; * Follow basic rules regarding posture, ethics, use of PPE, and work materials such as uniforms, badges, and other company-required items; * Always consult your supervisor when in doubt about work procedures or customer matters.