Retail Shop Manager at Airtel

Job Description

• Successful role holder would be reponsible for implementing and monitoring service delivery strategy in their respective Showrooms and ensure that the customer base within their territory enjoys remarkable positive in-store experience complete with query resolution.

Key Responsibilties
Managing Showroom Financials:

• Track, manage and control stock movement within and out of assisgned warehouses
• Ensure availability of all company products and services in the Showroom

Asset Management:

• Manage all compay assets in the Showroom
• Ensure systems and equipments are in working conditions
• Escalate all Showroom facility issues for prompt resolution

Customer Experience/ Satisfaction:

• Relationship management; build strong relationships between Airtel and its customers

Query Resolution & SLAs:

• Monitoring and ensuring adherence to all Showroom processes
• Ensure Showroom Agents have the required work tool/ accesses
• Ensure all Showroom queries are resolved within the approvd SLA
• Monitor turnaround time for all al queries/ enquiries and institute pricess improvements when required

Reporting:

• Daily, weekly and monthly reporting of all Showroom Financials.

Other Dimensions:

• Minimum of 4 direct reports (off roll Agents).

Key Requirements

• Minimum 2 years work experience in a customer service with working knowledge of customer admistration tools and industry software.
• Excellent problem solving skills
• Above average skills in Microsoft Office Suite
• Excellent oral and written communication skills
• Have a passion for customer satisfaction and service delivery
• Attention to detail