Sales Executive (MMplaza U9 Own Store)

A. PROFILE

Role Title: Sales Executive
Reporting to: Store Manager/Store Supervisor
Division: Sales and Distribution
Department / Section: Sales and Distribution

B. CONTEXT

Purpose: The Sales Executive is responsible for driving sales and delivering exceptional customer care in our retail stores to support current and potential U9 customers. The Sales Executive possesses up to date knowledge of our services and products and technical knowledge to handle customer complaints efficiently.

Context: The Commercial Department is responsible for executing and implementing consumer business strategy and building brand affinity and connect in order to achieve growth in customer market share and revenue market share; through focus on the various business and distribution channels and customer experience.

Our Retail team is the public face of our Company, representing our products and services to current and potential customers, and plays a critical role in contributing to store profitability.

C. ROLE ACCOUNTABILITIES

Customer Service

• Effectively communicate products, services, prices, and packages to customers and potential customers
• Engage with customers to understand their needs and suggest products and solutions that best fit their requirements
• Proactively introduce special offers, new products and packages to maximize sales wallet and meet established sales targets
• Utilize CRM system and other sales related tools to effectively provide answers to customer inquiries
• Resolve customer questions, complaints and concerns by actively listening and following through with resolution
• Develop and continuously update knowledge of products and services in the U9 portfolio

Sales Fulfillment

• Process Point-of-Sale purchases; including capturing, modifying and invoicing orders
• Handle product provisioning and activation requirements following procedures and regulatory guidelines
• Operate cash register for financial transactions and assist supervisor with cash drawer balancing

Retail Sales Operations

• Support the store manager in routine operational tasks such as daily maintenance and inventory check
• Maintain presentation of sales floor, products, signage and visual display
• Capture customer feedback and share with store manager for continuous improvement
• Assist in preparing retail sales performance reports, explain and analyze findings
• Contribute to identifying on-going improvements of retail sales operations
• Participate actively in trade show events and other sales-driven activities

D. KEY PERFORMANCE INDICATORS

• Achieve daily sales targets as set out by store manager/supervisor
• Provide excellence in customer service
• Work attendance in line with staff rostering
• Achieve mystery shopping score of 85% & above

E. WORKING RELATIONSHIPS & DECISION MAKING

Interacts with:

Internal: FTTH team, M-Pitesan team, Supernet team for selling respective products, Contact Center for customer complaints, Finance & Retail operation team for auditing purpose

External: Customers and potential customer, Promoters from vendors for university project

Decision Making

Decisions related to effectively and rapidly resolving customer complaints and concerns

F. EXPERIENCE AND QUALIFICATIONS

Minimum Experience & Essential Knowledge

• 2 to 3 years work experience in a customer-facing sales driven role
• Experience in FMCG or telecoms industry preferred
• Track record of achieving sales quotas
• Understanding of retail sales process and retail sales operations
• Strong interpersonal skills with ability to maintain respectful, friendly and enthusiastic attitude
• Ability to learn and retain new information and concepts quickly
• Knowledge of Microsoft applications

Minimum Entry Qualifications

• Bachelors degree from a recognized university
• Degree in marketing or related field preferred but not mandatory
• Intermediate English language skills, both written and spoken
• Flexibility to work various shifts
• Ability to stand and walk for extended periods of time