Retail Expert

We are now ONE #CelcomDigi

Celcom and Digi have merged with the aim to create Malaysia's most inspiring telco-tech company, building on two well-loved brands with over six decades of combined strengths in innovation and connecting Malaysians.

JOB SUMMARY

• Focused and performance oriented to deliver high standards of sales & customer experience as per Customer Service and Experience (CSE) strategy and business model.

ACCOUNTABILITIES

• Conducting product demonstrations. Execution of retail operations activities and application of effective sales techniques to understand customer needs and promote relevant products and services; i.e. sales, servicing and administration at outlets and comply with the guidelines, policies, procedures and SLAs.
• Create conversations and engage with the customers to convert into sales opportunities (postpaid / prepaid registrations, devices, VAS and accessories, etc.)
• Result-driven and stay up-to-date with the product features and maintain retail outlet visual appearance in high standards.
• Professionally and accurately handle customers' enquiries and requests by applying good knowledge of modern tools. Policies and processes. Execute and adhere to retail outlet and service impression as well as service mannerism guidelines as per company's direction.
• Achieve desirable Net Promoter Score (NPS) by providing exceptional service to the customers. Providing customers with advisory. Product ownership experience and good after sales support.
• Resolve and update customers' enquiries and complaints and the service is quick and efficient to ensure maximum customer satisfaction by taking ownership of customers' issues.
• Involve in special events or outside sales and servicing initiatives i.e. device launching as set by the management and execute departmental improvement initiatives at the outlet level.
• Provide continuous and positive feedback to Retail Manager/ Retail Senior Manager on operations and other relevant matters for improvement purposes.
• To maintain accuracy of transactions, inquiries and complaints to meet required KPIs thereby increasing customers' trust and satisfaction.
• Execute departmental improvement initiatives at the outlet level and perform any other duties as directed by the superior.

JOB REQUIREMENT

• Higher Secondary / STPM / Professional Certificate / Diploma / Degree or its equivalent.
• Relevant work experience of minimum two (2) years in Telco or retail industries preferred. Experience in showcasing and conducting product demonstrations preferred.
• Obsessed with customers, passionate about sales, competitive spirit and understand people through interactive conversations.
• Tech-savvy and computer literate.
• Excellent communication, written and interpersonal skills. Strong verbal & written English. Mandarin-speaking is an added advantage. "We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients."
• Personal traits ; Positive, Passionate, Collaborative, Creative, A Self Starter, Ability to perform under pressure, a team player and leadership qualities.