Retail Store Officer
Educational Background
- Bachelor's degree holder (Preferably Sales and Marketing, Business Management, or other related courses)
Qualifications
- At least 1 year work experience in sales-related front liner role (i.e. QSR crew, customer service agent, etc.)
- Must be amenable to be assigned and to report in 1 of the branches within Ilocos Region: Laoag or La Union.
Duties and Responsibilities
DRIVES PROFITABILITY
- Delivers Target thru comprehensive digital solutions to customers.
- Delivers products and services as maybe covered by commercial agreements with affiliated companies ie PLDT, Cignal etc.
- Increases revenue thru upgrade of plans/packages, promotion of Value Added Services and endorsement of referrals by effectively assessing customer needs.
- Handles proactive retention call out via cosmo.
DELIVERS CUSTOMER EXPERIENCE
- Ensures first contact resolution and standard for quality and customer service metrics are met by performing the following:
o Identifies and assesses customers’ needs to achieve satisfaction
o Builds sustainable relationships of trust through open and interactive communication
o Handles requests and complains, provide appropriate solutions and alternatives to provide first contact resolution
- Ensures execution of Customer Journey consistently and within prescribed standards.
- Solicits customer feedback regarding the quality of service provided.
- Maintains existing relationship with customers and advocates VIP handling
CUSTOMER RELATIONSHIP MANAGEMENT
- Builds long term relationship with the customers.
- Responds and handles inquiries, requests and complaints from assigned accounts.
- Acquires new customers from existing customers thru cross selling and upselling.
OPERATIONS MANAGEMENT
- Observes the following processes/guidelines in order to effectively perform the job:
o Daily Routine for CSOs (dependent on the type of store format where assigned).
o Sales, Aftersales, Cashiering and Inventory business processes
- Ensures compliance in monitoring and resolving the following:
o Post review findings
o Individual inventory variance
o Pending transaction in individual worklist
- Handles 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 i.e. PLDT, Cignal etc.
- Handles infinity sales and aftersales transactions.
- Assists customers virtually via MS bookings and Virtual Frontline Appointment.
- Assists other customer interfacing group as needed (ex social media, hotline etc.).
DIGITAL PROFICIENCY
Improves digital skills by checking latest trends in the market.
Ensures compliance on e – learning and other training requirements
Educational Background
- Bachelor's degree holder (Preferably Sales and Marketing, Business Management, or other related courses)
Qualifications
- At least 1 year work experience in sales-related front liner role (i.e. QSR crew, customer service agent, etc.)
- Must be amenable to be assigned and to report in 1 of the branches within Ilocos Region: Laoag or La Union.
Duties and Responsibilities
DRIVES PROFITABILITY
- Delivers Target thru comprehensive digital solutions to customers.
- Delivers products and services as maybe covered by commercial agreements with affiliated companies ie PLDT, Cignal etc.
- Increases revenue thru upgrade of plans/packages, promotion of Value Added Services and endorsement of referrals by effectively assessing customer needs.
- Handles proactive retention call out via cosmo.
DELIVERS CUSTOMER EXPERIENCE
- Ensures first contact resolution and standard for quality and customer service metrics are met by performing the following:
o Identifies and assesses customers’ needs to achieve satisfaction
o Builds sustainable relationships of trust through open and interactive communication
o Handles requests and complains, provide appropriate solutions and alternatives to provide first contact resolution
- Ensures execution of Customer Journey consistently and within prescribed standards.
- Solicits customer feedback regarding the quality of service provided.
- Maintains existing relationship with customers and advocates VIP handling
CUSTOMER RELATIONSHIP MANAGEMENT
- Builds long term relationship with the customers.
- Responds and handles inquiries, requests and complaints from assigned accounts.
- Acquires new customers from existing customers thru cross selling and upselling.
OPERATIONS MANAGEMENT
- Observes the following processes/guidelines in order to effectively perform the job:
o Daily Routine for CSOs (dependent on the type of store format where assigned).
o Sales, Aftersales, Cashiering and Inventory business processes
- Ensures compliance in monitoring and resolving the following:
o Post review findings
o Individual inventory variance
o Pending transaction in individual worklist
- Handles 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 i.e. PLDT, Cignal etc.
- Handles infinity sales and aftersales transactions.
- Assists customers virtually via MS bookings and Virtual Frontline Appointment.
- Assists other customer interfacing group as needed (ex social media, hotline etc.).
DIGITAL PROFICIENCY
▪ Improves digital skills by checking latest trends in the market.
▪ Ensures compliance on e – learning and other training requirements