Sales Agent – Duty Free

Job Purpose

The Duty-Free Sales Agent is responsible for delivering outstanding customer service, driving sales, and supporting smooth daily operations within the Duty-Free store. This role involves identifying and engaging potential customers, maintaining strong customer relationships, and pursuing new sales opportunities. The agent maximizes revenue through effective product promotion, upselling, inventory handling, transaction processing, and compliance with all regulatory requirements.

Key Responsibilities

Customer Engagement & Sales

• Greet and assist customers courteously and promptly.
• Understand customer needs and provide tailored product recommendations.
• Promote and sell a broad range of Duty-Free items, including:
  • Fragrances, cosmetics, alcohol, tobacco, confectionery, toiletries, souvenirs, and supermarket products.
• Upsell and cross-sell to boost sales and improve customer experience.
• Suggest relevant add-ons and related products to increase transaction value.
• Maintain a welcoming, clean, and organized sales floor.

Operational Excellence

• Process payments and handle transactions with accuracy and efficiency.
• Assist with daily inventory checks, stock movements, and merchandise display.
• Support in receiving and organizing new stock deliveries.
• Maintain accurate stock counts and report discrepancies to Shift Leaders promptly.
• Participate in physical inventory counts and special promotions.
• Assist Duty-Free Shift Leaders with their responsibilities and other assigned tasks.

Customer Service

• Provide product information clearly and confidently.
• Resolve customer inquiries and complaints professionally and effectively.
• Ensure an exceptional shopping experience by maintaining a positive atmosphere.

Compliance & Reporting

• Adhere strictly to all customs and Duty-Free operational regulations.
• Immediately report any suspicious behavior or incidents to the Duty-Free Manager.
• Prepare reports and updates as required by the Shift Leader.

Communication & Working Relationships

Internal (Duty-Free Team)

• Ensure continuous communication to align on goals, updates, and feedback.
• Strengthen teamwork and contribute to a collaborative environment.
• Participate in regular training and performance improvement discussions.

External (Passengers/Customers)

• Engage with customers to understand their preferences and deliver tailored service.
• Represent the Duty-Free brand professionally and positively.
• Collect and relay customer feedback to help enhance product offerings and service.

Qualifications & Experience

Education

• Bachelor’s degree in marketing, sales, or a related field preferred.
• High school diploma or equivalent required.
• Fluency in English is essential; additional languages are a plus.

Professional Qualifications & Skills

• Proven retail sales and customer service experience (2–3 years preferred).
• Prior experience in a Duty-Free or airport retail environment is advantageous.
• Strong sales acumen and ability to meet or exceed targets.
• Proficient in MS Office and inventory/sales software (MRMS experience preferred).
• Excellent interpersonal and communication skills.
• Ability to multitask and remain composed under pressure.
• Physically fit to stand, walk, lift, and carry items as needed.

Additional Requirements

• Flexible to work varying shifts, including evenings, weekends, and holidays.
• Strong personal presentation and grooming standards.
• Ability to work independently and as a proactive team member.
• Dedicated to delivering a consistently high standard of service.