Airtel Nigeria (Airtel Networks Limited) is a leading telecommunications services provider in Nigeria headquartered in Lagos, the commercial nerve-centre of Nigeria. The telco ranks amongst the top four mobile service providers in terms of subscribers with a customer base of more than 39.8 million. The company's product offerings include 2G, 3G and 4G wireless services, mobile commerce and enterprise services.
We are recruiting to fill the position below:
Job Title: Retail Shop Manager
Job Identification: 926 Location: Lagos
About the Role
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
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.
Asset Management:
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.
Reports:
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.
Other Requirements:
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.