Retail Experience Executive-Adama – Safaricom Telecommunications Ethiopia PLC
Customer Service, Retail, Wholesale and Distribution, Sales and Marketing
Safaricom Telecommunications Ethiopia PLC
Whether you’re looking to join our technology, commercial or corporate teams and would like to be part of our team, working in partnership with the government and the sector, towards thepromise of a digital future for the people of Ethiopia, we are looking for you
Safaricom Telecommunications Ethiopia Plc is a company supporting Ethiopia’s digital transformation. As a member of the Vodacom family, we have a wealth of experience connecting over 334 million people globally and over 180 million people in Africa across our network. We look forward to partnering with Ethiopians as we build a new network in Ethiopia.
We are setting the groundwork in readiness for the launch of our services next year and are looking to work with purpose-led teams that put the community at the heart of service.
We are pleased to announce the following vacancy for Retail Experience Executive in Ethiopia. keeping in mind our current business needs, we are looking for a person who meets the criteria indicated below.
Brief Description
Reporting to the Retail Centre Team Leader, the role holder will be responsible for front line delivery of high-quality customer service in all interactions with customers, revenue generation through individual sales and ensure operational excellence in all they do.
Job Responsibilities
· Offer exceptional front-line support to customers visiting Retail shops and ensure that customers are satisfied with products, services, and features.
· Delivery of excellent customer service in all interaction with customers that leads to long lasting relationships with the customer.
· Handling customer complaints in a professional manner-ensuring customer is satisfied at the end. Taking ownership of customer issues arising, maintain daily log of all escalated issues, and follow up with back office on resolutions within agreed SLA.
· Ensure optimization of retail operations in achievement of sustainable competitive advantage
· Ensure achievement on all retail performance management parameters with focus on continuous improvement.
· Adherence to KYC process guidelines – Update customer records accurately on systems and databases including following KYC procedures end to end.
· Adherence to documented operational processes, procedures, and standards
· Responsible for ownership and confidentiality of customer documents/records including filing of the same
· Accuracy in cash and stock handling and reconciliation as per agreed procedures/processes
· Identify opportunities to win more on sales by up-selling and cross-selling and ensure achievement of daily, weekly, monthly, quarterly sales targets
· Involvement in acquisition agenda and support by ensuring the set individual and team target on acquisition are achieved
Qualifications
· Degree from a recognized university.
· Minimum 1 year experience in frontline customer facing service environment.
· Understanding of English and local language both written and spoken is mandatory.
· Literacy in basic computer applications such as MS word, excel, outlook etc.
· Ability to cope with pressure from customers while delivering quality service.
· Ability to accurately perform cash transactions.
· Knowledge of Telecommunication products and services.
· Good listening and critical problem-solving skills.