Retail Associate

Company description:

Digicel Group Limited

About Digicel

Enabling customers to live, work, play and flourish in a connected world, Digicel’s world class LTE and fibre networks deliver state-of-the-art mobile, home and business solutions. 

Serving 10 million consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date. 

With the Better Connected ethos at the heart of everything, its 5,000 employees worldwide work together to make that a powerful reality for customers, communities and countries day in, day out. 

Digicel also delivers news, sports broadcasting, digital media and financial services in several of its markets.

Visit www.digicelgroup.com for more.

Job description:

Job Title: Retail Associate

 Primary objective of the job: 

The Retail Associate will be responsible for guiding, advising, selling, and setting up customers’ new products. You will perform other roles within the store such as maintaining visual merchandising or assisting team members.

You are highly skilled at uncovering customers’ needs, then following through with enlightening solutions. You stay on top of news about products and initiatives, ready to apply your learning in customer interactions. Your success is measured by team and individual productivity as well as overall store performance. You’re proud to represent Digicel, and you get great satisfaction from helping customers develop lifelong relationships with Digicel.

Main Duties and Responsibilities:

• Continuously seeks and capitalizes on opportunities to meet and/or exceed sales targets by developing a deep understanding of the Digicel sales process and excellent interpersonal skills.  Exceed the expectations of customers (internal and external) by placing a keen interest on understanding and effectively resolving customer-impacting issues in a professional and result-oriented manner.
• All Retail Store Associates will be responsible for, but not limited to, the following;
• Greet Customers within 60 seconds of entry
• Direct Customers to the appropriate service/sales area
• Queue management – understand the reason for the customers visit and log them appropriately in the Company’s subscribed software
• Present and sell all Digicel products and services to new and existing customers following the Digicel sales and service process.
• Complete Sales transactions including but not limited to:
  • Handset Sales
  • Device Sales
  •  SIM Sales
  • Plan Sales
  • Digicel+
  • Smart Home
• Complete the below services;
  • Plan Activations
  • SIM replacement
• Ensure the effective turnaround time of all queries in accordance with Service Level Targets set by the Retail Store Manager.
• Bill Payment (Receive all cash and non-cash bill payments and apply to customer’s account accordingly and adhere to cash management processes.)
• Top up sales
• Retail Store Associates will be expected to assist customers, both consumer and corporate, in resolving the queries below with the respective Service Level Agreements:
  • Bill Queries
  • Repair Submission
  • Repaired handset Collection
  • Account Change Requests
  • Handset Troubleshooting requests
  • Call Detail Requests
  • Showcase the benefits, value, and usefulness of Digicel products to make them desirable   to potential customers
  • Boost sales by facilitating in-store demonstrations
  • Meet Sales targets set by the Retail Store Manager
  • Ensure that all customer queries and interaction are logged for effective reporting.
  • File all forms and letters used and received on a daily basis.
  • Answer all emails sent to the Store Inbox. Also ensuring all letters received from customers are actioned within the stipulated timeframe.

• Meet and interact with customers in a professional and courteous manner maintaining the Digicel Brand.

• Performs related work: the duties listed above are intended only as illustrations of the various types of work that may be performed.  The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to that position.

Academic Qualifications and Experience Required:

• Minimum of five (5) O’levels passes (including Math and English) or equivalent combination of education and experience.
• At least 1-3 years’ experience performing similar role / duties.
• Experience in and with the mobile telecommunications sector would be considered an asset.
• An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements.

Functional Skills:

• Computer Literate in a Microsoft Suite (Word, Excel, Power Point, Outlook, etc)
•  Attention to detail
• Self-motivated and result-oriented approach to work
• Strong organizational skills
•  Ability to multi-task and deliver against competing priorities
•  Ability to build strong relationships and work as part of inter-disciplinary teams
•  Ability to strive in a fast-paced and demanding service environment
• Able to operate autonomously and demonstrate initiative in problem solving, decision making and proactive approach to job
• Confidentiality and trustworthiness
• Initiative and resourcefulness in the conduct of duties
• Strong communication (oral and written) and interpersonal skills
• Ability to relate to a diverse working environment