- The purpose of the role is to implement and monitor the Service Delivery strategy in the assigned showroom to ensure that the customer base within this territory enjoys a remarkable positive in-store experience at all contacts, with complete query resolution.
Responsibilities
Showroom Profitability and Stock Management (Financials):
- To monitor, ensure adherence to process, and as such provide Showroom reports of
- Sales,
- Cash monitoring,
- Stock management,
- Petty cash disbursement, reconciliation, and retirements.
- Reporting of all activities within Airtel Showroom that directly impact on Company financials such as promos
- Track, manage, and control stock movement within and out of the warehouse
- Ensure availability of all company products and services in assigned Showroom
- Provide a comprehensive report of all products and services in the Showroom.
- Manage all company assets in the Showroom.
- Ensure systems and equipment are in working condition.
- Escalate all Showroom facility issues for prompt resolution.
Customer Experience/ Satisfaction at Showroom (Customer):
- Relationship management: build a strong relationship between Airtel and all its Customers.
- Create a database of customers' traffic to the Showroom so as to ensure adequate and reliable data for feedback and upward selling and where necessary, promos and other company requirements for effective decision-making.
Query Resolution and SLAs (Process):
- Ensure Showroom agents have the required work tools/accesses.
- Ensure that all team members comply with set standards and meet SLAs.
- Ensure 100% adherence to all Showroom processes and procedures by Showroom Agents.
- Escalate all issues beyond the supervisor's time and ability
- Ensure all Showroom queries are resolved within the approved SLA.
- Monitor turnaround time for all queries/enquiries and institute process improvement when required.
- Monitor team members and track all pending issues to ensure pending complaints are treated.
- Daily, weekly, and monthly showroom reports
- ERC reconciliation reports
- Stock /Cash/POS reports
- PSB reports.
Qualifications
Educational Qualifications:
- First Degree in any related course.
Relevant Experience & Functional / Technical Skills:
- Minimum of 4 years' work experience in a Customer Service environment.
- Ability to work with minimal supervision
- Good analytical, report writing, and problem-solving skills
- Good understanding of business processes
- Good knowledge of customer administrative systems - ECMS, Single Screen, USDM, CCUI, SV, etc.
- Passion for customer satisfaction and service delivery
- A strong work ethic with a positive attitude.
- Team Leader & Player: Independent, confident, and objective
- Attention to detail/ excellent oral and written communication skills.
- Good presentation skills.
- Ability to maintain confidentiality at all times
- Committed to common goals and values of the organization.