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.

Mission

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

Function

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

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

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