Retail Expert (Contract - Pulau Tikus, Teluk Intan & Kangar)

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

1. 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, complying with guidelines, policies, procedures, and SLAs.
2. Create conversations and engage with customers to convert into sales opportunities (postpaid/prepaid registrations, devices, VAS, and accessories, etc.).
3. Be result-driven, stay up-to-date with product features, and maintain retail outlet visual standards.
4. Handle customer inquiries and requests professionally and accurately using modern tools, policies, and processes. Follow retail outlet and service impression guidelines as directed.
5. Aim to achieve a high Net Promoter Score (NPS) by providing exceptional service, offering product advice, and delivering good after-sales support.
6. Resolve and update customer inquiries and complaints efficiently, taking ownership to maximize customer satisfaction.
7. Participate in special events or outside sales initiatives, such as device launches, as set by management, and implement departmental improvement initiatives.
8. Provide feedback to Retail Managers for operational improvements.
9. Maintain transaction accuracy to meet KPIs, increasing customer trust and satisfaction.
10. Perform any other duties as directed by superiors.

JOB REQUIREMENTS

1. Higher Secondary / STPM / Professional Certificate / Diploma / Degree or equivalent.
2. Minimum two (2) years of relevant experience in the telco or retail industry preferred. Experience in product demonstrations is a plus.
3. Customer-obsessed, passionate about sales, with a competitive spirit and good interpersonal skills.
4. Tech-savvy and computer literate.
5. Excellent communication skills in English; proficiency in Mandarin is an advantage for effective communication with Mandarin-speaking clients.
6. Personal traits include positivity, passion, collaboration, creativity, self-starting ability, resilience under pressure, teamwork, and leadership qualities.

Additional Information

Interested candidates can sign in and update their profile to gain insights. The application process may include questions about your experience, language skills, and salary expectations.

We are part of a large organization with 1,001-5,000 employees, committed to serving the digital needs of our customers through innovative products, extensive network coverage, and superior customer experience.

Perks include Medical Flex Plan, Device Voucher, and 6 months of maternity leave.