|Date Posted:||Jan 19, 2010|
|Closing Date:||May 31, 2010|
|Number of Vacancies:||1|
|Salary Range:||As per NTA salary scale policyUSD|
|Years of Experience:||5 Years|
|Contract Duration:||Open Ended|
|Contract Type:||Short Term|
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.
Provinces to travel:
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.
Education and Experience Required:
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.