Retail Store Officer

2 days ago

Davao City, Davao, Philippines Smart Communications, Inc. Full time ₱150,000 - ₱250,000 per year

Educational Background

  • Bachelor's degree holder, preferably Sales and Marketing, Business Management and other related courses.

Work Experience

  • At least 1 year work experience in sales-related front-liner role (i.e. QSR crew, customer service agent, etc.).

Responsibilities

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:

o Identifies and assesses customers' needs to achieve satisfaction.

o Builds sustainable relationships of trust through open and interactive communication.

o Handles requests and complains, provide appropriate solutions and alternatives to provide first contact resolution.

  • Ensures execution of Customer Journey consistently and within prescribed standards.
  • Solicits customer feedback regarding the quality of service provided proactively.
  • 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:

o Daily Routine for CSOs (dependent on the type of store format where assigned).

o Sales, Aftersales, Cashiering and Inventory business processes.

  • Ensures compliance in monitoring and resolving the following:

o Post review findings.

o Individual inventory variance.

o 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 MS bookings and Virtual Frontline Appointment.
  • Assists other customer interfacing group as needed (e.g. social media, 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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