2. JOB PURPOSE:

To facilitate sales transactions by advising walk in customers on suitable products that best meet their needs and encourage purchases, explain product features and benefits to customers, assist them in locating specified products on the sales floor, and process customer payments & address their inquiries & complaints

To manage & create an attractive environment for the customers to maximize the sales and coordinate the overall sales activities by promoting, provisioning, cross and up selling STC products and services to compete with other service providers in accordance to the STC and TRA rules and regulations, by achieving and exceeding the monthly individual sales target in an efficient and effective manner in order to maximize revenue.

To enhance Bahrain Channels & STCs image and maximize customer satisfaction and loyalty by ensuring optimum quality communications and services rendered to customers through effective resolution of customers query for products, services, promotion campaigns, complaint, and billing disputes.

3. KEY ACCOUNTABILITIES:

Description

Performance Indicators

• KEY RESPONSIBILITIES AND ACCOUNTABILITIES

• Ensure monthly achievement of communicated targets & KPIs by promoting and selling all STC products to walk in customers

• Ensure upselling/cross selling to each customer by offering the latest offers & promotions & follow the provided scripts & communication

• Ensure providing each & every walk-in customer with highest level of customer service & follow STCs provided scripts & guidelines to ensure the WOW experience.

• Ensure all provisioned services are in accordance with STC business rules & policies. Ensure all activations are accurately raised in the system with the correct customer information updated in the system

• Go the extra mile to meet targets & achieving sales during off peak days/hours. This includes conducting tele sales from inside the shop or any other activities or initiatives to attract customers to the shop or bring sales.

• Demonstrate patience & professionalism while dealing with customers/peers & all involved in Retail operations

• Understand customer needs & clearly present product features & benefits to match customer interest & recommend suitable services.

• Handle sales activities in terms of identifying opportunities or answering customers sales inquiry in a prompt manner and act as a consultant by negotiating and closing the deal.

• Follow STC/channels shop processes & procedures & work as a team member in the shop to ensure shop achievement of targets & KPIs

• Ensure customers maximum satisfaction through optimum quality services, provided in the
  convenient time from the customer standpoint and in accordance with Bahrain Channels policies and procedures to the very best quality standards

• Build a good knowledge & stay up to date of the market environment and competition to retain and gain new customers.

• Process customers service orders related to, Mobile postpaid Mobile prepaid, and Broadband etc., and ensure that all customers requests have been provided in a timely and accurate manner as per agreed KPI.

• Monitor and deal with all Trouble tickets & failed or pending orders, to reduce customer waiting time and improve quality of service.

• Handle all customers enquiries/dispute regarding billing adjustment & follow up with concerned department to ensure timely resolution of customer issues.

• Follow-up and resolve customer complaints and direct customers feedback to Retail shop manager

• Run daily reports to reconciling daily individual collection (Product sales, Cash bill payments, Credit card and cheques) with POS report and ensure its handed over accurately to the shop manager with zero variance on daily basis

• Provide various bill payment solutions that encourage customers to make direct and full payments and retaining/maintaining them as STC customers.

• Liaise with other sections to ensure that customers requests and orders are processed in a timely and efficient manner to meet customers maximum satisfaction.

• Maintain the shops overall look & feel by following the daily shop opening/closing process & highlight any gaps or issues to concerned department

• Always follow STC/Channels uniform & appearance guidelines

• Attend trainings/meetings/workshop as directed by the shop manager or retail always operations team & ensure availability to such sessions.

4. jOB cONTEXT:

The job may require additional tasks assigned by the Line Manager, according to the companys policies to enhance the daily effectiveness of the operations.

5. COMMUNICATIONS & WORKING RELATIONSHIPS:

Internal:

The jobholder has extensive internal contacts with Bahrain Channels various departments/units as well as contacts with STCs various departments & officials

External:

• The jobholder has extensive external contacts with mass market
• Dealing with external supplier (i.e. mobile supplier)

6. FRAMEWORKS, BOUNDARIES, & DECISION MAKING AUTHORITY:

• Works strictly within the Retail Policy but recommends additions/amendments to the policy to keep the policy documents updated.

• Takes the decisions to ensure that the Retail functions of the company are smoothly carried out

7. QUALIFICATIONS, EXPERIENCE, & SKILLS:

SKILLS

• Friendly & social attitude towards customers & Staff
• Patient & ability to work under pressure and to deadlines
• Trustworthy & good work ethics
• Sales and customer care skills is essential for both
• Fluent oral and written Arabic and English is essential, excellent communicator.
• Understanding written sentences and paragraphs in work related documents
• Ability to organize and prioritize work effectively
• Ability to read and understand information and ideas presented in writing.
• PC proficient in MS Office and related internal systems

KNOWLEDGE

• Company and operations department policies, procedures and objectives.
• Knowledge of STC polices and business rules and updated plans and packages.

EDUCATION / QUALIFICATIONS

• Diploma in sales and marketing or equivalent academic qualification
• 2 years experience in customer environment for Senior Sales agent.