Retail Expert (Contract - Seremban)

CelcomDigi; Seremban; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading telecommunications company in Malaysia is seeking a passionate sales professional dedicated to delivering exceptional customer experiences in retail. The role involves conducting product demonstrations, engaging customers, and achieving sales through effective techniques. Candidates should have a minimum of two years in the Telco or retail industry and possess strong communication skills. This position requires a tech-savvy individual with a collaborative spirit and leadership qualities.

Qualifications

• Minimum two years relevant experience in Telco or retail industries.
• Excellent communication skills, with proficiency in English; Mandarin is a plus.
• Tech-savvy and able to perform under pressure.

Responsibilities

• Conduct product demonstrations and execute sales techniques.
• Engage with customers to convert them into sales opportunities.
• Resolve and update customer complaints to ensure satisfaction.

Skills

Customer orientation

Sales ability

Communication skills

Tech-savviness

Education

Higher Secondary / STPM / Professional Certificate / Diploma / Degree

Job description

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.

Responsibilities

• Conduct product demonstrations and execute retail operations activities with effective sales techniques to understand customer needs and promote relevant products and services; i.e., sales, servicing and administration at outlets, in compliance with guidelines, policies, procedures and SLAs.
• Create conversations and engage with customers to convert into sales opportunities (postpaid / prepaid registrations, devices, VAS and accessories, etc.).
• Maintain a results-driven approach and stay up-to-date with product features; maintain retail outlet visuals to high standards.
• Professionally and accurately handle customers’ enquiries and requests by applying knowledge of tools, policies and processes; execute and adhere to retail outlet and service-impression guidelines as per company direction.
• Aim to achieve desirable Net Promoter Score (NPS) by providing exceptional service, advisory, product ownership experience and strong after-sales support.
• Resolve and update customers’ enquiries and complaints with a view to quick and efficient service to ensure maximum customer satisfaction by taking ownership of issues.
• Participate in special events or outside sales/servicing initiatives (e.g., device launches) as directed by management and contribute to departmental improvement initiatives at the outlet level.
• Provide continuous and positive feedback to the Retail Manager/Retail Senior Manager on operations and other relevant matters for improvement purposes.
• Maintain accuracy of transactions, inquiries and complaints to meet required KPIs, thereby increasing customers’ trust and satisfaction.
• Perform any other duties as directed by the superior and support outlet-level improvements.

Job Requirements

• Higher Secondary / STPM / Professional Certificate / Diploma / Degree or equivalent.
• Minimum two (2) years of relevant work experience in Telco or retail industries preferred. Experience in showcasing and conducting product demonstrations preferred.
• Obsessed with customers, passionate about sales, competitive spirit and ability to engage people through interactive conversations.
• Tech-savvy and computer literate.
• Excellent communication, written and interpersonal skills. Strong verbal & written English. Mandarin-speaking is an added advantage.
• Positive, passionate, collaborative, creative, a self-starter, able to perform under pressure, a team player with leadership qualities.