WorkForce Recruitment Services
JOB ADVERT
Our client, a leading telecommunication Service provider is seeking energetic, aggressive, and self-motivated and result oriented individuals to join its team in the position mentioned below to work under its Customer Service department:
SHOP AGENTS
To successfully run Airtel retail shops in various districts of the country in ensuring compliance with agreed guidelines to deliver a best in-store experience & ensure revenue maximization & cost targets are met.
REPORTING TO THE SHOP SUPERVISOR, THE ROLE WILL BE RESPONSIBLE FOR:
Store Operations
- Manage daily stores sales.
- Ensure all stores carry out daily, weekly and Monthly Stock reconciliation as part of proper stock management.
- Adhere to duty schedule to ensure timely opening and closure of the store for customers’ inconvenience.
- Ensure timely submission of full Contacts Operation and sales reports to Supervisors.
- Attend operational meetings conducted in stores every week as part of the operation planning.
- Religiously attend pre-shift and after shift briefings.
- Tag all customer interactions.
- Upselling all products.
Profitability
- Ensure achievement of Annual Sales Targets.
- Execute Monthly Store promotion to increase and maximize revenue.
- Execute upselling of different products on monthly basis to maximize profitability.
Customer Experience
- Achieve Customer Satisfaction Scores every quarter.
- Achieve Mystery Shopper score.
- Achieve monthly GUEST score.
- Achieve QUIZ Score.
- Achieve Mystery Shopper Score every month
Process
- Ensure adherence to complaint escalation procedures.
- Adhere to Code of Conduct.
- Compliance of all operational processes i.e., Sim Swap, Airtel Money reversals, activations, deactivations, KYC, user ID management process, shop operating procedures, etc.
Educational Qualifications & Functional / Technical Skills
- University degree in business/Equivalent qualification, sales, or marketing.
- Excellent knowledge in customer experience discipline/profession.
- Able to work under high stress with short term targets and objectives.
- Able to handle, prioritize, multiple projects simultaneously.
- IT literacy.
- Able to operate in performance driven organization Knowledge of English and vernacular.
Relevant Experience (Type of experience and minimum number of years)
- 2+ years in customer service.
- Exhibits good level of creativity and resourcefulness.
- Analytical and Presentation skills.
Other requirements (Behavioural etc.)
- Able to operate in a minimum supervision. o Self-motivated, enthusiastic, energetic o Attention to detail. oConfident, assertive.
- Approachable customer focused. o Good communication and listening skills. oLeadership skills.
- Team player.
Suitable candidates are required to send their Applications & Curriculum Vitae to applications2.workforce@gmail.com by Friday 25th August 2023; addressed to Human Resources Manager.
Please note that only shortlisted candidates will be contacted.