Retail Expert (Contract - Pulau Tikus & Kangar)

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

1. Conducting product demonstrations. Execution of retail operations activities and application of effective sales techniques to understand customer needs and promote relevant products and services; i.e. sales, servicing and administration at outlets and comply with the guidelines, policies, procedures and SLAs.
2. Create conversations and engage with the customers to convert into sales opportunities (postpaid / prepaid registrations, devices, VAS and accessories, etc.)
3. Result-driven and stay up-to-date with the product features and maintain retail outlet visual appearance in high standards.
4. Professionally and accurately handle customers’ enquiries and requests by applying good knowledge of modern tools, policies and processes.
5. Execute and adhere to retail outlet and service impression as well as service mannerism guidelines as per company’s direction.
6. Achieve desirable Net Promoter Score (NPS) by providing exceptional service to the customers. Providing customers with advisory, product ownership experience and good after sales support.
7. Resolve and update customers’ enquiries and complaints ensuring quick and efficient service to maximize customer satisfaction.
8. Involve in special events or outside sales and servicing initiatives i.e. device launching as set by the management and execute departmental improvement initiatives at the outlet level.
9. Provide continuous and positive feedback to Retail Manager/ Retail Senior Manager on operations and other relevant matters for improvement purposes.
10. Maintain accuracy of transactions, inquiries and complaints to meet required KPIs thereby increasing customers’ trust and satisfaction.
11. Execute departmental improvement initiatives at the outlet level and perform any other duties as directed by the superior.

JOB REQUIREMENT

1. Higher Secondary / STPM / Professional Certificate / Diploma / Degree or its equivalent.
2. Relevant work experience of minimum two (2) years in Telco or retail industries preferred. Experience in showcasing and conducting product demonstrations preferred.
3. Obsessed with customers, passionate about sales, competitive spirit and understand people through interactive conversations.
4. Tech-savvy and computer literate.
5. Excellent communication, written and interpersonal skills. Strong verbal & written English. Mandarin-speaking is an added advantage.
6. Personal traits: Positive, Passionate, Collaborative, Creative, A Self Starter, Ability to perform under pressure, a team player and leadership qualities.

How do your skills match this job?

Your application will include the following questions:

• How many years' experience do you have as a Retail Specialist?
• Which of the following statements best describes your right to work in Malaysia?
• How would you rate your English language skills?
• What's your expected monthly basic salary?
• Do you have customer service experience?
• How many years' experience do you have in the retail industry?
• How would you rate your Mandarin language skills?
• Do you have experience in a sales role?

Telecommunications & Internet Service Providers 1,001-5,000 employees

We are now ONE! Celcom and Digi have merged with the aim of bringing you the best of both networks, products and services, customer experience and innovation, to meet all your connectivity needs now and in the future.

We believe that connectivity improves everyone’s lives. Our aim is to serve the growing digital needs of our customers by leveraging the newly combined widest network footprint, distribution touchpoints, innovative range of digital products and services, and superior customer experience.

Being customer-obsessed, we are driven to perform relentlessly and build a responsible and caring brand as we are now stronger together.