Retail Store Officer

Education

• College Graduate (Preferably Marketing, Sales, Business Management or any related course)

Qualifications

• At least 1 year work experience in sales-related frontliner roles e.g QSR crew, customer service agent, etc.

Duties and Responsibilities

DRIVE PROFITABILITY

•Deliver target through comprehensive digital solutions to customers.
•Deliver products and services covered by commercial agreements with affiliated companies e.g PLDT, Cignal etc.
•Increase revenue through upgrade of plans/packages, promotion of Value Added Services and endorsement of referrals by effectively assessing customer needs
•Handle proactive retention call outs via Cosmo

DELIVER CUSTOMER EXPERIENCE

•Ensure first contact resolution
•Standard for quality and customer service metrics are met by performing the following:
- Identify and assesses customers’ needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication
- Handle requests and complains, provide appropriate solutions and alternatives to provide first contact resolution
- Ensure execution of Customer Journey consistently and within prescribed standards
- Proactively solicit customer feedback regarding the quality of service provided
- Maintain existing relationship with customers and advocate VIP handling

CUSTOMER RELATIONSHIP MANAGEMENT

•Build long term relationship with the customers
•Respond and handle inquiries, requests and complaints from assigned accounts
•Acquire new customers from existing customers through cross selling and upselling.
 

OPERATIONS MANAGEMENT

•Observe the following processes/guidelines in order to effectively perform the job
- Daily Routine for CSOs (dependent on the type of store format where assigned)
- Sales, Aftersales, Cashiering and Inventory business processes
- Ensure compliance in monitoring and resolving the following:
- Post review findings
- Individual inventory variance
- Pending transaction in individual worklist
- Handle 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
•Handle infinity sales and aftersales transactions
•Assist customers virtually via MSbookings and Virtual Frontline Appointment
•Assist other customer interfacing group as needed (ex socmed, hotline etc)
 

DIGITAL PROFICIENCY

•Improve digital skills by checking latest trends in the market
•Ensure compliance on e – learning and other training requirements