Shop Manager

Job Summary:

Duties & Responsibilities:

Essential Duties and Responsibilities:

• Maintains expertise on all Roshan products and services
• Welcomes/greets customers
• Analyses and identifies the customers needs
• Explains specific promotions and/or special offers to customers
• Informs and demonstrates to customers regarding the functionality of different products and services
• Convinces customer to purchase product
• Explains after-sales service (Customer Care) to each and every customer
• Supervises a team of customer care representatives and sales representatives overseeing the day-to-day activities.
• Makes self immediately available to CSRs, Sales and Customers for questions and customer resolution assistance
• Directly monitors the real-time KPI’s to ensure that customer visits are handled effectively and efficiently
• Coaches CSR’s and Sales people on Sales/Customer Care processes, skills and Roshan product knowledge
• Keeps track of attendance and daily statistics according to Sales/Customer Care policies
• Meets at least once each week with team to review the past week‘s events, including statistics, results and industry news; disseminate new product information; answer questions and comments
• Presents a weekly report to Customer Care/Sales Management showing performance to goals
• Assists in recruiting new staff based on job descriptions and skills requirements
• Administers training programs for new hires and existing staff
• Assists Sales/Customer Care management on special projects.

Education and Experience Required:
• Completed 12th grade education
• Any combination equivalent to experience and education that could likely provide the required knowledge and abilities would be qualifying
• Basic business arithmetic
• Practices and procedures related to the accounting for cash receipts and the maintenance of revenue accounts
• Basic business data processing principles as applied to revenue record keeping.
• High School completed.
• Roshan customer care experience for at least 1 year.
• Must complete Customer Care and Sales Trainings.
• Retail experience required.

Job Requirement:

Knowledge Skills and Abilities Required:

• Ability to manage and motivate people.
• Excellent Communication Skills
• Comfort in reading, writing and speaking English a must.
• Dari language skills a must.
• Pashto language skills preferred.
• Team skills required.
• Ability to work different shifts as required.
• Must be able to work in a fast paced competitive environment while multi-tasking and interacting with a variety of personalities
• Proficiency in PC skills and using multiple computer-based systems preferred, MS office experience required.

Job Location: