Store Executive

The Retail Store Executive will be responsible for positioning Digicel as the Home of Data in Bonaire by educating customers about the benefits of using data on Digicel’s mobile network in their everyday lives. This agent will be required to increase awareness of the company’s products and services, with the view of increasing data usage to meet assigned targets in an effective and efficient manner.  This agent will also be equipped to troubleshoot and possibly resolve any issue relating to data/device usage.

In addition to this role, the Retail Sales Executive is required to provide support to the retail store team in the implementation and maintenance of all services and products sold by Digicel. To handle daily escalations from their colleagues Retail Executives, Team Leaders and Support Managers. These escalations should be in direct relation to queries that are customer affecting as well as those affecting the applications and tools used by CC.

KEY FUNCIONS:

1. To create new business from Digicel’s new customers and existing assigned customer base to grow client accounts, by developing a good relationship with the client, identifying opportunities, and taking a planned approach to seizing them
2. To package and present a solution to a typical customer, verbally and/or in writing
3. Explain benefits of current and future promotions to new and existing customers/prospects
4. To develop effective relationships in order to understand and respond to clients motives
5. Work closely with the Team leader, CAM and other Store Executives to drive sales and retain customers
6. Create and maintain a digital database of retail contracts (Hybrid and Postpaid)
7. Assist Customer and Corporate Care to troubleshoot situations as they arise
8. Maintain close working relationship with the Product Department/Managers to assist in UAT for new and existing products and services
9. Complete the WOU process for all customers after the purchase of a smartphone and assist with handset/product/service queries.
10. Set up recommended APPS on all live display handsets and ensure that they can access the internet at all times
11. Escalate and follow-up on customer affecting network, product, promotion and service related issues in line with defined SLA, and report progress to customers accordingly
12. Keep abreast of latest data trends relating to devices, applications, and accessories, and devise new strategies to maximize data plans sold to grey markets
13. Completed contract forms and execute the activations of  Hybrid, Prepaid and Postpaid accounts
14. Provide detailed reports to the Retail Manager and Head of Commercial as requested
15. Responsible for technical queries from Customer Care Agents, Team Leaders and support Managers
16. Escalate and follow-up on customer affecting network, product promotion and service related issues in line with defined SLA, and report progress to customers accordingly
17. All other Ad Hoc responsibilities assigned or ask of you from time to time.

POSITION PROFILE:

MINIMUM QUALIFICATIONS AND EXPERIENCE:

• Typically 5+ years relevant experience 
• HAVO (Dutch senior high school) or equivalent degree (C&C – Level 1 or GCE – A Levels)
• Advantage: Telecoms or Computer Science certification
• Language necessary Papiamento, Dutch, English preferred Spanish 

Functional SKILLS:

The following traits are necessary for a career in retail sales:

• tact and patience to deal with difficult customers
• an interest in sales work
• a neat appearance
• the ability to communicate clearly and effectively
• open to interaction with other departments to facilitate the provision of prompt and premium service to Customers
• Direct interaction and public/ Customers
• Works co-operatively with others to achieve team goals
• Excellent Interpersonal skills

LANGUAGE SKILLS:

• Fluency in English, Dutch & Papiamentu (verbal & written)
• Knowledge of Spanish would be considered a valuable asset also

DIGICEL’S CORE VALUES:

• Excellence in Service
• Problem Solving
• Business Focus
• Leadership
• Integrity
• Commitment
• Cost Management
• Performance Management
• People Development

OTHER REQUIRED SKILLS AND COMPETENCIES:

Key: C: Critical I: Important D: Desired

C Attentive to detail

C Self-motivated and result-oriented approach to work

C Strong organizational skills

C Ability to multi-task and deliver against competing priorities

I Ability to build strong relationships and work as part of inter-disciplinary teams

C Ability to strive in a fast-paced and demanding service environment

C Able to operate autonomously and demonstrate initiative in problem solving, decision making and proactive approach to job.

C Confidentiality Integrity, Honesty and trustworthiness.

I Initiative and resourcefulness in the conduct of duties.

C Strong communication (oral and written) and interpersonal skills.

I Ability to relate to a diverse working environment.

C Computer Literate in Microsoft Office Suite (Word, Excel, Power Point, Outlook, etc.)