Retail Sales Advisor, Technical Expert

Liberty of Puerto Rico; Sint Maarten; On-site; EUR 28,000 - 40,000; Full time

Job summary

Liberty Latin America is seeking a Retail Tech Expert to join our in-store team. You will greet customers, demonstrate devices, educate on data services and guide them toward the best product solutions in a fast-paced environment.

You must have post-secondary qualification and at least 2 years in telecoms retail, with a proven sales record. Training includes CWC Retail Tech Expert Certification; you will train others and stay brand-aligned.

Qualifications

• Post secondary qualification.
• Minimum 2 years experience in a Telecoms Retail environment.
• Has an impressive sales record.
• Computer literate and able to learn new products quickly.
• Loves and lives the CWC brand; customer advocacy.

Responsibilities

• Store greeter duties and welcoming customers with warmth.
• Help customers on the shop floor and demonstrate devices.
• Educate customers on data services and product features.
• Follow the sales cycle to close sales and upsell accessories.
• Train and support teammates on new launches and processes.
• Ensure store is tidy, compliant and inventory is accurate.

Skills

Telecoms retail experience

Customer-focused

Sales-driven

CWC Retail Tech Expert Certification

Education

Post secondary qualification

Job description

What's The Role

To provide the best in class retail experience with each customer, demonstrating technical expertise when offering solutions that will satisfy their telecoms needs, creating positively memorable and outstanding service every time.
Energetic, driven and ambitious individuals who enjoy dealing with people on a daily basis will fill this role. A Retail Tech Expert will find creative and honest ways to meet and exceed store targets daily, an early adapter who gets excited about new and trending technology, learns quickly and is an enthusiastic promoter of CWC brand and products. A Retail Tech Expert enjoys working in a fast-paced environment where products are dynamic, people are unpredictable and can think on his/her feet to provide quick sales solutions and problem resolutions.

What You'll Do

• Make appointments to assist customers with troubleshooting queries
• Conduct group demos in store
• Demonstrate and set up new devices with customers
• Educate customers on CWC data services
• Educate customers who are transitioning from one device brand or Operating System to another
• Engage, advise and delight customers by showing them what is possible with CWC products and solutions.
• Use product knowledge to educate our customers
• Test and train other team members on new launches for products, tools and services
• Deliver Skill Pills as per training calendar
• Coach other team members to troubleshoot and resolve simple issues.
• Perform simple repairs to customers faulty devices
• Assess customers' faulty devices to determine and advise of repair process.

Delight customers every time

• Demonstrate CWC Retail Way behaviors with every customer encounter
• Demonstrate how to use the product in a very engaging and simple manner
• Communicate in a language that is easy for customers to understand, avoiding jargon
• Own and resolve your customers problems
• Be alert and always provide the best advice for your customers' changing needs
• Use feedback as an opportunity to learn and grow
• Be aware of other customers who need help and advice to efficiently serve everyone.

Exceed store and personal targets

• Hit and consistently exceed store targets and contribute towards TNPS store targets
• Use questioning techniques to know what your customers want then advise them on the best products and services to match their needs
• Recommend products and services to improve your customers' experiences and their lifestyles.
• Demonstrate impact of your store performance on the wider CWC strategy
• Follow the CWC approved Sales Cycle when engaging customers to buy
• Convert customers who are browsing in order to meet store sales targets.
• Always upsell with apps, data plans or accessories to every customer in order to increase customer satisfaction and achieve store targets.

Store housekeeping and compliance

• Work with your team members to make sure the store looks great and that display products are working properly
• Ensure your workstations reflect pride in your CWC's brand
• Work with your team to make sure the store is a safe environment
• Always follow CWC Retail policies and processes
• Consistently achieve administrative requirements for cash and inventory handling.

Help the Retail Store Manager

• Make recommendations to improve processes that will improve the customer experience.
• Make recommendations to build a unified team
• Test new products and provide feedback to your store manager
• Perform all other job-related duties as requested by the Store Manager
• Attend all trainings where directed by the Store Manager
• Provide training on new products to other members in the team when called upon.
• Provide feedback on team's performance to manager using the approved guidelines
• Participate in a monthly outdoor sales or extended work activities to increase brand and product awareness and sales targets
• Observe and share competitor activity with your Retail Store Manager.

Retail Tech Expert role is identified as senior to RSA function however individual will be required on occasion to be actively involved in a number of job “functions” of a Sales Advisor, that will be required to undertake as and when requested by the Store Manager. All Retail Tech Experts will be required to learn all of these functions and rotate through these in order to ensure the successful running of the store.

Store Greeter

• Be as the “face” of the branch and the CWC Retail Brand
• Demonstrate warmth, care and willingness to assist
• Ensure ALL customers who enter the are greeted with a genuine smile or physical acknowledgment even if you are talking to another customer
• Help customers with quick questions and finding their way around the store, without prolonging the conversations.
• Show customers how the queue system work

Sales & Service Advisor

• Demonstrate warmth, care and willingness to assist
• Use CWC Retail sales cycle to thoroughly explore customer's needs and help them buy
• Be actively engaging on the shop floor to interact with customers who are seeking help to buy
• Walk the store with customers and demonstrate how devices work in an effort to encourage customers to buy
• Help customers with quick questions and finding their way around the store
• Use questioning techniques aligned to the sales cycle to close sales
• Upsell at every opportunity to achieve and exceed revenue targets
• Attend and participate in all Sales related training
• Use prescribed sales scripts when required
• Ensure sales inventory are stored safely.
• Process all sales transaction efficiently to ensure inventory balances are accurate.
• Report end of shift inventory balances using prescribed tools and processes
• Explain and educate customers on policies e.g. return policies, Service Level Agreements, Terms & Conditions
• Help, support and encourage customers to transition to self-help tools e.g., Bill Payment Kiosk, Q-Trac etc
• Direct customers with appropriate information where they can receive customer service support

Business Advisor

• Set and keep appointments with small business customers to introduce and demonstrate in-store solutions
• Respond to queries from small business customers within chartered timeframes
• Proactively sell and make recommendations to small business customers on products, services and accessories that will enable productivity
• Educate and assist customers who are transitioning from one device brand or Operating System to another

Cashier

• Accurately process all customer transactions effectively, in a quick yet engaging manner.
• Process external cash from external points accurately into end of day reconciliations and lodging
• Look for ways to introduce accessories into the transaction if none has already been discussed.
• Use the customer's name and thank the customer for their business when saying goodbye, inviting them to return at any time.
• Use POS and supporting tools effectively to ensure accuracy.
• Ensure minimum margin of error when handling cash transactions
• Report end of shift cash balances using prescribed tools and processes.

Knowledge & Experience

• Post secondary qualification
• Minimum 2 years experience in a Telecoms Retail environment
• Has an impressive sales record
• Computer Literate
• CWC Retail Tech Expert Certification
• Loves and lives the CWC brand
• Be an advocate of the customer
• Is passionate about CWC products and services
• Early adapter of new products
• Enjoys working with a team
• Enjoys challenges and achieving goals
• Uses simple and inspiring communication
• Respects your team and always deliver what you promise
• Always trying make things better for yourself and your

Who We Are

We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region.

Why Join Us

Technology excites us enables us and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.

Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws