|Date Posted:||Jan 19, 2010|
|Closing Date:||Feb 17, 2010|
|Number of Vacancies:||1|
|Salary Range:||As per NTA salary scale policyUSD|
|Years of Experience:||5 Years|
|Contract Duration:||Not specified|
|Possibility of Contract Extension:||No|
|Probation Period:||1 month|
The Retail Shop manager manages the day-to-day activities of the shop sales and Customer Care. This position reports directly to the national retail manager with dotted line responsibility to the Customer Care senior manager.
Duties & Responsibilities:
â€¢ Maintains expertise on all Roshan products and services
â€¢ Welcomes/greets customers
â€¢ Analyses and identifies the customers needs
â€¢ Explains specific promotions and/or special offers to customers
â€¢ Informs and demonstrates to customers regarding the functionality of different products and services
â€¢ Convinces customer to purchase product
â€¢ Explains after-sales service (Customer Care) to each and every customer
â€¢ Supervises a team of customer care representatives and sales representatives overseeing the day-to-day activities.
â€¢ Makes self immediately available to CSRs, Sales and Customers for questions and customer resolution assistance
â€¢ Directly monitors the real-time KPIâ€™s to ensure that customer visits are handled effectively and efficiently
â€¢ Coaches CSRâ€™s and Sales people on Sales/Customer Care processes, skills and Roshan product knowledge
â€¢ Keeps track of attendance and daily statistics according to Sales/Customer Care policies
â€¢ Meets at least once each week with team to review the past weekâ€˜s events, including statistics, results and industry news; disseminate new product information; answer questions and comments
â€¢ Presents a weekly report to Customer Care/Sales Management showing performance to goals
â€¢ Assists in recruiting new staff based on job descriptions and skills requirements
â€¢ Administers training programs for new hires and existing staff
â€¢ Assists Sales/Customer Care management on special projects.
â€¢ Completed 12th grade education
â€¢ Any combination equivalent to experience and education that could likely provide the required knowledge and abilities would be qualifying
â€¢ Basic business arithmetic
â€¢ Practices and procedures related to the accounting for cash receipts and the maintenance of revenue accounts
â€¢ Basic business data processing principles as applied to revenue record keeping.
â€¢ High School completed.
â€¢ Roshan customer care experience for at least 1 year.
â€¢ Must complete Customer Care and Sales Trainings.
â€¢ Retail experience required.
Knowledge Skills and Abilities Required:
â€¢ Ability to manage and motivate people.
â€¢ Excellent Communication Skills
â€¢ Comfort in reading, writing and speaking English a must.
â€¢ Dari language skills a must.
â€¢ Pashto language skills preferred.
â€¢ Team skills required.
â€¢ Ability to work different shifts as required.
â€¢ Must be able to work in a fast paced competitive environment while multi-tasking and interacting with a variety of personalities
â€¢ Proficiency in PC skills and using multiple computer-based systems preferred, MS office experience required.