Retail Expert (Contract - Tawau)

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

Job summary

A leading telecommunications company in Malaysia is seeking a results-oriented sales professional to deliver high standards of customer experience. This role involves conducting product demonstrations, engaging with customers to drive sales, and maintaining service quality in retail settings. The ideal candidate should have a minimum of two years' experience in the Telco or retail sectors, along with strong communication skills. Passion for sales and a customer-centric attitude are crucial.

Qualifications

• Minimum two years of relevant work experience in Telco or retail industries preferred.
• Excellent verbal and written English skills; Mandarin-speaking is an added advantage.

Responsibilities

• Conduct product demonstrations and execute retail operations activities.
• Engage with customers to convert into sales opportunities.
• Handle customer inquiries and maintain retail outlet service quality.
• Achieve Net Promoter Score (NPS) by providing exceptional service.

Skills

Customer engagement

Sales techniques

Problem-solving

Communication skills

Tech-savvy

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.

ACCOUNTABILITIES

• Conduct product demonstrations and execute retail operations activities applying effective sales techniques to understand customer needs and promote relevant products and services, including sales, servicing and administration at outlets while complying with guidelines, policies, procedures and SLAs.
• Create conversations and engage with customers to convert into sales opportunities (postpaid / prepaid registrations, devices, VAS and accessories).
• Result-driven and stay up-to-date with product features while maintaining retail outlet visual appearance in high standards.
• Handle customers’ enquiries and requests professionally and accurately, applying good knowledge of modern tools, policies and processes, and executing retail outlet and service impression guidelines.
• Achieve desirable Net Promoter Score (NPS) by providing exceptional service and delivering product ownership experience with good after‑sales support.
• Resolve and update customers’ enquiries and complaints efficiently to ensure maximum customer satisfaction and take ownership of issues.
• Participate in special events or outside sales and servicing initiatives, e.g., device launchings set by management, and execute departmental improvement initiatives at the outlet level.
• Provide continuous positive feedback to 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.

JOB REQUIREMENT

• Higher Secondary / STPM / Professional Certificate / Diploma / Degree or its equivalent.
• Relevant work experience of minimum two (2) years in Telco or retail industries preferred; experience in showcasing and conducting product demonstrations preferred.
• Obsessed with customers, passionate about sales, competitive spirit and an ability to understand 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.
• Personal traits: Positive, Passionate, Collaborative, Creative, A Self Starter, Ability to perform under pressure, a team player and leadership qualities.