Retail Expert (Contract - Kedah)

Overview

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 Requirements

Notes

CelcomDigi is Malaysia’s largest mobile network operator with more than 20.4 million users on its network. The company aims to serve the growing digital needs of its customers by leveraging its newly combined widest network footprint, distribution touchpoints, innovative range of digital products and services, and superior customer experience powered by over 3,800 top industry experts. The company has clearly defined ambitions to advance the nation, inspire Malaysian society, and be a leader in inclusion and ESG practices.

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