Retail Service Expert

Key Activities / Decision Areas: After sales Service to all customers visiting our stores Look after walk-in customers Offer a consistent service for customers Carry out a full set-up and configuration of customer handsets and devices during purchase or upgrade (including content and contacts transfer, installation of applications, email set-up etc.) Set up mobile broadband on customer laptops Carry out product demonstrations on customer request, or at related events Offer tutorial, tips and tricks to help the Customer gets more out of their device Perform troubleshooting on damaged devices, and be available to help any customers returning to the store with a related problem Log and ‘check in’ devices to send for repair, and manage the repair process, including swap or courtesy phone offer and its set-up Be the service ‘knowledge lead’ in-store – help train other staff, and eventually other stores in the immediate catchment area Offering & Informing the customers about all our services like 2121, MCK , E-Bill , …etc In-store Sessions to the customers Answering questions brought up by store visitors coming in just for queries and not transactions In-stores Product/tariff advisor Helping to reduce the number of device exchanges & Customer returns Creating SR for each customer + sending customer thank you SMS for visiting our store ….etc (Number of SR created and closed along with the SMS sent ) Mystery Shopping results Store NPS Customer satisfaction survey/ feedback (IVR) Achieving monthly assigned target

Salary: Negotiable

Experience: 0-3 years

Vacancies: 100+ open vacancies

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