Consultant: Vodacom Shop

Role purpose:
To deliver a customer obsessed service and hold the customer at the heart of the operation through superior product knowledge and focus on offering communication solutions – with a focus on achieving the best customer experience and sales targets
To be a key participant in achieving Vodacom World’s ambition of being Vodacom’s flagship in retail experience and performance
To ensure that Vodacom customers enjoy a “one stop shop’ experience.
To utilise technology (Tablets, apps etc.) in daily operations so that our customers feel and trust that we are the biggest users and experts of the technologies that we advocate and sell.

Key accountabilities and decision ownership
Sales
To achieve sales targets including but not limited to voice and data contracts, upgrades, cross and up selling, device, prepaid and accessory sales
To participate in product launches to drive sales
Service Delivery and Support:
To provide service to customers through excellent product knowledge – ensuring that all customers leaving the Centre have had their expectations exceeded.
To render end-to-end delivery of services as defined in Vodacom Shop’s full service offerings (service menu).
To provide a one-stop customer consulting service ensuring specialisation in Vodacom Shops full service offerings (CBU, EBU and COPs requirements)

To participate, where necessary, in Pilot Programs to provide practical inputs to solutions before they go live to ensure product readiness.
To participate in new process and knowledge implementation
To clearly explain technical concepts to non-technical audiences.
To seamlessly escalate difficult queries to the Senior from customers relating to PSU or any other Vodacom Shop offerings including elements of customer care, data and new technology products and services in a proficient and professional manner to enable customers to walk out working.
Manage cash office
To process customer transactions through the point of sales systems
To accurately complete day end cashups.
Manage stock and prevent loss
Assisting the Senior with stock takes (daily & monthly);
Provide suggestions and implement initiatives to reduce stock loss;
Administration & Reporting:
Ensure accurate administration pertaining to customer transactions.
Providing additional administrative support in terms of back office support and reporting
Maintained Relationships:
Ensure participation and team work
Act as a liaison between the customer and other internal departments to offer an effective solution for the customer

Core competencies, knowledge and experience:
Knowledge of Telecommunications essential
An understanding and knowledge of Vodacom Retail Offerings: Sales, Care, TechZone is essential
Knowledge of technology and device types (e.g. smart phones, modems, laptops etc) is essential
Ability to communicate complex technical solutions and account related information essential
Knowledge of MS Office – Outlook, Word and Excel essential
Knowledge of Retail IT systems e.g. POS (UCS), Morpheus II, Red Box, desirable
Vodacom policy and procedure and retail business process desirable

Matric is essential
A minimum of 6 months to a year’s relevant experience (essential) in:
Retail and/or Customer Care and/or Data essential
Any experience working with technology in a support and/or advisory role will be advantageous.

Job Type : Full-time
Employment Type : Permanent

Job id : , #5633, 1,733 views,

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