Client Advisor
2 weeks ago
Client Advisor - RIMOWA
The core function of a Client Advisor is to sell the merchandise and consistently meet monthly individual targets thru the execution of M.O.V.E Rimowa selling ceremony, providing legendary customer service, and enhancing customer relationships thru customer profiling and monitoring.
Key Responsibilities:
A. Part 1 – SALES
1. Reaches monthly individual sales quota consistently and maintains an average of 90% sales achievement.
2. Achieves assigned segment conversion targets (Sales and number of customers per segment).
B. Part 2 – SELLING & CUSTOMER SERVICE
1. Knows and executes the following procedures and guidelines:
a. M.O.V.E Rimowa Selling Ceremony
b. CCC Guidelines
c. Lifetime Guarantee Guidelines
d. Sales Transactions and POS Terminal Handling
e. Preventing and Dealing with Store Theft
f. Return and Exchange Guidelines
g. Credit Memo
h. Gift Cards
i. Sales crediting
2. Responsible for handling difficult customers and complaints
3. Mastery of FAQs and Sales Spiels
4. Embodies Rimowa brand and communicates this to customers
C. Part 3 – MERCHANDISE
1. Knows and executes P&Gs for Merchandise
a. Merchandise knowledge
b. Merchandise handling and care
c. Merchandise display
d. Consolidations
e. Check Stock of Merchandise
D. Part 4 – OPERATIONS AND ADMINISTRATIVE TASK
1. Knows and executes guidelines for Admin
a. In-store decorum
b. Dress code and grooming
c. Incident Reports (IRs)
d. Telephone Calls
e. Reservations
f. Basic Store Checklist
g. Delegation of Tasks
h. Acknowledgment Receipt
i. Stockrooms
j. Customer Tips
k. Social Networking Site (SNS)
2. Operations
a. Opening and closing
b. Daily Sales Handling
c. Store Vault
d. Petty Cash Fund
e. Change Fund
f. Store Keys
g. e-MTS
h. Repairs damaged Luggage
E. Core Values
1. Applies core values in daily decisions/transactions
F. ATTENDANCE AND PUNCTUALITY
a. Follows P&G on No leave policy (Nov 15-Dec31)
b. Avoids absences and tardiness during a 1-month period (Trainee).
c. Plans all vacation leaves (VLs) for the year
d. During family or personal emergencies, reports and endorses work assignments in their absence, or still prioritizes and reports to work
e. Always comes to work on time
f. Works on weekends and holidays if necessary
General Competencies:
• Demonstrates all of the Company's core values and principles (Integrity, Maturity, Initiative, Passion, Communication, Confidentiality, Intelligence & Judgment) and consistently maintains a positive attitude towards work and colleagues
• Fully compliant with IMI company core values and all the Company's policies, rules and regulations
• Able to deliver all of the day-to-day requirements of the role satisfactorily and reliably
• Strict adherence to attendance, decorum, and grooming policies
• Able to consistently meet the quality of work and work output standards as determined by the Company and the immediate supervisor
• Demonstrates a collaborative and professional behavior at work and contributes favorably to the strong culture of the Company
• Maintains the appropriate level of communication with immediate superior, officers, colleagues and other stakeholders at all times
• Demonstrates a good risk mindset and shows good awareness of issue spotting and escalating to the proper channels within an opportune time as warranted.
Required Specific Competencies for the Role:
• Ability to work independently
• Good understanding of the Company's culture
• Consistently demonstrates accountability and professionalism in all aspects of work including customer and peer interactions
• Able to follow directives and execute tasks with minimal re-work and supervision
• Good overall comprehension and communication skills both verbal and written
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