Retail Store Officer

Smart Communications, Inc.


Date: 3 weeks ago
City: Zamboanga
Contract type: Full time
Education

  • College Graduate (Preferably Marketing, Sales, Business Management or any related course)

Qualifications

  • At least 1 year work experience in sales-related frontliner roles e.g QSR crew, customer service agent, etc.

Duties And Responsibilities

DRIVE PROFITABILITY

  • Deliver target through comprehensive digital solutions to customers.
  • Deliver products and services covered by commercial agreements with affiliated companies e.g PLDT, Cignal etc.
  • Increase revenue through upgrade of plans/packages, promotion of Value Added Services and endorsement of referrals by effectively assessing customer needs
  • Handle proactive retention call outs via Cosmo

Deliver Customer Experience

  • Ensure first contact resolution
  • Standard for quality and customer service metrics are met by performing the following:
  • Identify and assesses customers’ needs to achieve satisfaction
  • Build sustainable relationships of trust through open and interactive communication
  • Handle requests and complains, provide appropriate solutions and alternatives to provide first contact resolution
  • Ensure execution of Customer Journey consistently and within prescribed standards
  • Proactively solicit customer feedback regarding the quality of service provided
  • Maintain existing relationship with customers and advocate VIP handling

CUSTOMER RELATIONSHIP MANAGEMENT

  • Build long term relationship with the customers
  • Respond and handle inquiries, requests and complaints from assigned accounts
  • Acquire new customers from existing customers through cross selling and upselling.

OPERATIONS MANAGEMENT

  • Observe the following processes/guidelines in order to effectively perform the job
  • Daily Routine for CSOs (dependent on the type of store format where assigned)
  • Sales, Aftersales, Cashiering and Inventory business processes
  • Ensure compliance in monitoring and resolving the following:
  • Post review findings
  • Individual inventory variance
  • Pending transaction in individual worklist
  • Handle inventory operations, (as needed for LCSO assigned as IO reliever)
  • Ensure service fulfillment delivery of services as maybe covered by commercial agreements with affiliated companies ie PLDT, Cignal etc
  • Handle infinity sales and aftersales transactions
  • Assist customers virtually via MSbookings and Virtual Frontline Appointment
  • Assist other customer interfacing group as needed (ex socmed, hotline etc)

DIGITAL PROFICIENCY

  • Improve digital skills by checking latest trends in the market
  • Ensure compliance on e – learning and other training requirements

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