Retail Store Officer
2 weeks ago
. College Graduate (Preferably Marketing, Sales, Business Management or any related courses)
Qualifications- At least 1 year work experience in sales-related frontliner role (i.e. QSR crew, customer service agent, etc.)
DRIVES PROFITABILITY
- Delivers Target thru comprehensive digital solutions to customers.
- Delivers products and services as maybe covered by commercial agreements with affiliated companies ie PLDT, Cignal etc
- Increases revenue thru upgrade of plans/packages, promotion of Value Added Services and endorsement of referrals by effectively assessing customer needs.
- Handles proactive retention call out via cosmo
DELIVERS CUSTOMER EXPERIENCE
- Ensures first contact resolution and standard for quality and customer service metrics are met by performing the following:
- Identifies and assesses customers' needs to achieve satisfaction
- Builds sustainable relationships of trust through open and interactive communication
- Handles requests and complains, provide appropriate solutions and alternatives to provide first contact resolution
- Ensures execution of Customer Journey consistently and within prescribed standards.
- Proactively solicits customer feedback regarding the quality of service provided
- Maintains existing relationship with customers and advocates VIP handling
CUSTOMER RELATIONSHIP MANAGEMENT
- Builds long term relationship with the customers
- Responds and handles inquiries, requests and complaints from assigned accounts
- Acquires new customers from existing customers thru cross selling and upselling.
OPERATIONS MANAGEMENT
- Observes 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
- Ensures compliance in monitoring and resolving the following:
- Post review findings
- Individual inventory variance
- Pending transaction in individual worklist
- Handles 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
- Handles infinity sales and aftersales transactions
- Assists customers virtually via MSbookings and Virtual Frontline Appointment
- Assists other customer interfacing group as needed (ex socmed, hotline etc)
DIGITAL PROFICIENCY
- Improves digital skills by checking latest trends in the market.
- Ensures compliance on e - learning and other training requirements
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