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25 Sep 2020


Vodafone Vanuatu –  Santo

Job Description

Vodafone Vanuatu is seeking a Retail Sales Representative to be based in Santo.

We are seeking dynamic, passionate and highly motivated self-starters to join our Team. This is an excellent opportunity for someone who wishes to be part of a very invigorating, highly energized and a wittingly challenging work environment with the desire to advance their career.


The Retail Sales Representative has to:

  • Be responsible for sales and customer service and the overall customer experience.
  • Sell all Vodafone Vanuatu products and services offers
  • Provide answers to customer queries: complaints, orders, errors, account questions, billing, cancellations…and know how to retain them


1. Sales

  • Advise by analyzing and guiding the customer needs and expectations, expand to different universes, to satisfy the customer.
  • Sell all products and services offered by Vodafone Vanuatu
  • Enter the customer profile in the database (and check the supporting documents, as part of a mobile subscription warrants, internet, and fixed line)
  • Ensure the achievement of its objectives (quantitative and qualitative), in compliance with internal procedures.
  • Participate in the operation of the shop: open and close the shop, ensures that all products are well represented on display
  • Participate in training sessions (mainly before each commercial launch).
  • Manage the After Sales Service: mobile, FlyBox, exchange of materials …
  • Conduct competitive intelligence on geographic area (price quotation).
  • Provide answers to customer complaints and loyalty
  • Manage customer relationships face to face (in sale, after sale information …):
  • Listen and be versatile (adjust the speech depending on the client typology)
  • Highlight the mobile and internet offers Vodafone Vanuatu
  • Argue, detect and respond to objections (related to quality of service, customer tracking, supply, price, complexity …)
  • Demonstrate proactivity and expand to other uses universe (do not stop at the initial customer request)
  • Ensure compliance with the internal customer charter
  • Knowing conduct a product demonstration
  • Work in a team
  • Manage conflict situations

2. Customer Care

  • Support the client’s claim (analysis, qualification demand) and internal search for interlocutors and/ or information to provide answers in accordance with the internal procedures
  • Contact the client to bring him a customized solution taking into account of its uses and needs eventually incorporating a commercial gesture.
  • Ensure the implementation of the chosen solution; enter the information into the database.
  • Manage conflicts and objections,
  • Implement the use of analytical techniques and the level of customer technical understanding,
  • Provide an appropriate response to the customer, advise him (adapt his speech based on psychology and the level of technical knowledge of the customer, being pedagogue)
  • Guarantee the respect of Vodafone Vanuatu objectives in terms of quality of service: internal Client charter, respect for business objectives, processing time …
  • Collect information and ensure reliability
  • Seek the services and people within the organization of Vodafone Vanuatu to provide the required answers to the client request.
  • Escalate information on relevant topics (process, IT tools, verbatim customers…) according to the process of Vodafone Vanuatu.
  • Greet customers warmly and ascertain problem or reason for their visit in the shop.
  • Resolve customer complaints (face to face, phone, email, mail, or social media)
  • Cancel or upgrade accounts.
  • Place or cancel orders.
  • Take payment information and other pertinent information such as addresses and phone numbers
  • Assist with placement of orders, refunds, or exchanges.
  • Answer questions about warranties or terms of sale.
  • Suggest solutions when a product does not function well
  • Handle product recalls.
  • Attempt to persuade customer to reconsider cancellation.
  • Inform customer of deals and promotions.
  • Utilize computer technology to handle high call volumes.
  • Work with customer service manager to ensure proper customer service is being delivered.
  • Compile reports on overall customer satisfaction.
  • Handle changes in policies or renewals.

3. Extra duties

  • Collect and process of Customers payments for Vodafone Vanuatu invoices.
  • Prepare daily banking, daily reconciliation between the Cashier Till and the GPTO Banking.
  • Stock Management.
  • Weekly Report
  • Monthly Audit

1. Knowledge

  • Secondary school graduates
  • Retail Market business value
  • Telecom market channel business
  • Basic sales work experience
  • Have basic knowledge on microsoft Word and Excel
  • Stock and cash reconciliation process

2. Skills

  • Fluent English/ French and Bislama
  • Excellent written and verbal skills
  • Analytical thinking
  • Ability to work on a transversal way, understanding all the needs of the different entities
  • Good planning and organizational ability
  • Strong understanding of customer and market dynamics and requirements.
  • Proven leadership with good communication and interpersonal skills.
  • Able to work under pressure.

3. Personal characteristics

  • Take initiative to do things
  • Reliable
  • Adaptability
  • Ability to work under stress
  • Sense of Service
  • Honesty
  • Conscientious and rigorous
Job Expired 30/09/2020

Job Category: Sales. Job Type: Full-Time.

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