Retail Sales Team Lead

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 Title

Retail Sales Team Lead - Grand Turk

Primary objective of the job: 

• Disseminate information on all Digicel’s offerings to customers
• Sell all Mobile Products and Services
• Provide after sales service to customers and resolve customer queries and issues
• Execute Retail Sales Strategy
• Oversee all aspects for merchandizing and store operation

Main Duties and Responsibilities:

As a Digicel Retail Sales Lead you will be responsible for the overall management and day-to-day operation of the Grand Turk store.  Your responsibilities will include but not be limited to the following:

Operations

• Ensuring that the store operates within the stipulated hours of operation.
• Preparing paperwork and making account adjustments (crediting and debiting) within approved daily, weekly, monthly threshold
• Scoring at least 80% on Mystery Shopper audit and 90% on Look and Feel audit
• Identifying and reporting customer trends to the Retail Store Manager
• Tracking the store’s performance in relation to the store targets
• Securing all monies and financial assets
• Following cash handling procedures
• Facilitating the deposit or delivery of monies to stipulated bank
• Preparing end of day sales and inventory reconciliation
• Preparing petty cash reconciliations

Merchandizing

• Maintaining a clean and organized store environment
• Ensuring that all products and devices on display are available for sale
• Completing daily audits of zones within the store ensuring compliance with Group standards
• Ensuring that items are displayed with accurate prices and descriptions
• Accounting for all merchandise available in store
• Performing daily stock counts
• Ensuring all marketing displays are current
• Ensuring sufficient stock and accessories are available
• Reporting any issues with display devices, screens or fixtures to the Store Manager
• Reporting any damage observed in the store to the Retail Store Manager
• Cleaning display bins
• Ensuring that any excessive soiling is removed from display areas

Escalations & Fault Handling

• Adhering to fault logging procedures
• Escalating any issues with the POS system, ECARE, CAIN, MINSAT, ERAS and Overture using established escalation procedures
• Adhering to escalation procedures for handling repairs and faults

Customer Service

• Providing timely resolutions to customers’ queries
• Selling and upselling handsets, products and services
• Matching customers’ needs to our available products
• Providing customers with accurate information about products and services (Terms & Conditions and costs)
• Escalating queries that cannot be resolved in store using the Escalation Matrix
• Troubleshooting customer issues and enacting appropriate resolution path

Cashing

• Processing all payments for goods and services through Digicel’s POS
• Ensuring that correct payment is collected and change issued for merchandize sold
• Securing monies and cheques received as payment until end of day cash balancing
• Ensuring that cash is balanced at the end each day
• Ensure the daily submission form is completed accurately and is submitted at the close of each business day
• Advising customers of warranty guidelines
• Testing devices (handsets, tablets etc.) before sale to confirm functionality
• Delivering tested devices to customers once sale has been tendered
• Adhering to cash handling procedures

General

• Implementing cost control measures
• Completing all mandatory courses with an 80% pass mark
• Removal of any trash on floor
• Complying with all brand guidelines pertaining to retail uniform and self-presentation
• Attendance at all morning meetings held prior to the start of the work day
• Maintaining up-to-date information about Digicel’s offers, that is, products and services, devices and promotions
• Achieving stipulated daily, weekly and monthly sales targets
• Promoting all Digicel apps and benefits
• Promoting digital solutions and benefits
• You may be required to work in any of the Digicel store locations in the TCI from time to time at the Company’s expense.

Academic Qualifications and Experience Required:

• Minimum 5 CXC/GCE O'levels (including English Language and Mathematics or numerical equivalent)
• Proficiency in using Microsoft Word and Excel
• Previous sales experience, with demonstrated success is an asset
• Previous experience in a customer service environment is required
• Knowledge of smartphones, apps and social media is an asset
• A second language is an asset (Spanish, Creole or French)

Functional Skills:

• Excellent Customer Service Skills
• Must possess financial acumen
• Excellent time management skills and ability to multi-task
• Excellent communication skills (verbal and written)
• Flexible and quick-thinking
• Ability to rapidly learn new tools and understand customers’ environments

DISCLAIMER:

This job description indicates the general nature and level of work expected of the incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Incumbent may, and probably will be asked to perform other duties as required.  Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.