About this role
Job Brief
Responsible for fulfilling customer requests and responding to inquiries to ensure customer satisfaction, while delivering a high level of service to Umniah’s customers. Also responsible for cross-selling and up-selling Umniah’s products and services.
Key Responsibilities
-Seek and maximize opportunities to up-sell and cross-sell Umniah’s products and services using the CRM system.
-Promote newly launched Umniah products and services to increase customer awareness and adoption.
-Drive sales through active customer engagement, suggestive selling, and sharing product knowledge.
-Interact directly with customers by greeting them warmly, maintaining a professional shop image, and responding promptly to inquiries.
-Document sales by creating or updating customer profiles and archiving customer contracts accurately.
-Resolve or escalate customer complaints and issues to ensure high levels of customer satisfaction.
-Guide customers on using self-service channels such as IVR, social media platforms, the Umniah app, website, and other available tools.
-Obtain and evaluate all relevant information to address inquiries related to products and services effectively.
-Contribute to achieving the shop’s overall KPIs, including sales targets, mystery shopper scores, quality metrics, and monthly service level targets.
EDUCATION :Bachelor Degree in Business Administration or any other related field
LEVEL OF EXPERIENC E :Basic Knowledge (0-2Yrs) in a related field[LA1.1]
CERTIFICATIONS & LICENSURE
Desirable:
• Communication Skills Certifications
• Selling Skills Certifications
TOOLS & SYSTEMS
Desirable:
• Oracle CRM System
TECHNICAL SKILLS & KNOWLEDGE
Essential:
• Basic knowledge of selling techniques: consultative selling, negotiation techniques, persuasion and deal closing, cross and up selling techniques
• Basic knowledge of telecommunication industry, products, and services
• Good command of English language both speaking and writing
• Good command of computer skills (MS Office)
Desirable:
• Basic knowledge of customer care problem solving techniques