Retail Store Officer

18 hours ago

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

WITH SALES EXPERIENCE, CAN WORK ONSITE IN OLONGAPO CITY, AND CAN START ASAP

EDUCATION

  • College graduate (preferably in Sales and Marketing, Business Management, or related fields).

WORK EXPERIENCE

  • Minimum of 1 year experience in a sales-related frontliner role (e.g., QSR crew, customer service agent).

DUTIES & RESPONSIBILITIES

Drives Profitability

  • Achieves targets through comprehensive digital solutions for customers.
  • Delivers products and services as per commercial agreements with affiliated companies (e.g., PLDT, Cignal).
  • Increases revenue by upgrading plans/packages, promoting Value-Added Services, and endorsing referrals through effective customer needs assessment.
  • Conducts proactive retention calls via Cosmo.

Delivers Customer Experience

  • Ensures first contact resolution and meets quality and customer service metrics by:
  • Identifying and assessing customers' needs to achieve satisfaction.
  • Building sustainable relationships of trust through open and interactive communication.
  • Handling requests and complaints, providing appropriate solutions and alternatives for first contact resolution.
  • Consistently executing the Customer Journey within prescribed standards.
  • Proactively soliciting customer feedback regarding service quality.
  • Maintaining existing customer relationships and advocating VIP handling.

Customer Relationship Management

  • Builds long-term relationships with customers.
  • Responds to and handles inquiries, requests, and complaints from assigned accounts.
  • Acquires new customers from existing ones through cross-selling and upselling.

Operations Management

  • Adheres to the following processes/guidelines to effectively perform the job:
  • Daily routine for CSOs (dependent on the type of store format assigned).
  • Sales, aftersales, cashiering, and inventory business processes.
  • Ensures compliance in monitoring and resolving:
  • Post-review findings.
  • Individual inventory variance.
  • Pending transactions in individual worklists.
  • Manages inventory operations (as needed for LCSO assigned as IO reliever).
  • Ensures service fulfillment delivery as per commercial agreements with affiliated companies (e.g., PLDT, Cignal).
  • Handles infinity sales and aftersales transactions.
  • Assists customers virtually via MS Bookings and Virtual Frontline Appointment.
  • Supports other customer interfacing groups as needed (e.g., social media, hotline).

LOCATION

Olongapo City

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