- Ensure store Meet all KPI set and deliver end-to-end customer experience; deliver excellent experience and FCR (first contact resolution) to customers.
- Ensure Staff Proactive in approaching customers, ask questions to identify customer needs, sell / cross sell / upsell the relevant product and solution, introduce digital apps according to customer needs
- Ensure staff handles all inquiries, customer complaints, disputes etc accurately and efficiently, in a professional and friendly manner, aligned with Digi processes and guidelines. Follow up with customers where necessary and close the loop timely.
- Be customer focused and go extra mile for customers. Be a Digi Friend to customers
- Comply to stores SOPP and Way of Work.
- Responsible for all customer information, monetary transactions and company assets (devices, accessories, SIM card, cash floats, daily collections, tablets, MyKad reader etc) to be properly handled and accounted.
- Ensure proper reconciliation of sales and cash at end of day daily, so that there is no lost, fraud or abuse
- Behave with integrity and to report on any misconduct
- Making sure store is at tip top condition, neat and tidy, displays are in good condition and to highlight to Store Head if there is anything not working well
- Ensure staff development and sufficient training provided
- Drive WOW with the expected outcome (customer focus mindset, Customer Journey, Cross Selling, Digital adoption, etc) via Lead by Example
- Creates a performance culture, weekly performance review with each staff, reach out to understand challenges of team members and provide support, and take quick action on non-performers
- Tell the story of change, get buy in, spend time to engage staff individually and as a team, creates an environment of mutual trust, collaboration and support
29 March 2021
Retail Store Manager (Based in Penang)
Sales & Customer Services