annonce 16-6

Opérateur de télécommunication
basé aux Emirats Arabes Unis
RECRUTE
Cadres Commerciaux / Experts de ventes
PROFIL REQUIS :
• Avoir au minimum un diplôme de
niveau Bac+2.
•Expérience exigée dans l’Assistance
client, Service client, Télévente, Ventes de
préférence dans le domaine de la
téléphonie mobile ou de l’hôtellerie
(réception) :
- Cadres commerciaux : au Minimum
1 année
- Experts de ventes : au minimum 3
années
• Maitrise de la langue anglaise.
Les descriptifs des postes sont
consultables sur le site de l’ANAPEC
www.skills.ma
Cette opération de recrutement est
gratuite
LIEU DE TRAVAIL :
Les Emirats Arabes Unis
Conditions :
• Salaire : Cadre commerciaux ; à partir de 4000 AED.
Experts de ventes ; à partir de 6000 AED. + Commission.
• Couverture médiale : assurée.
• Billet d’avion annuel : assuré
• Age : entre 21 et 35 ans.
Si vous possédez les qualifications requises pour le
poste, merci de déposer votre CV en anglais à
l’agence ANAPEC la plus proche de votre lieu de
résidence
Merci d’indiquer le poste sur votre dossier de
candidature
Délai de dépôt des candidatures : 28/06/2016
Job Description
1. Job details
Position title:
Retail Sales Executive / Sales
Expert
Reports to Position:
Store Manager
Sub-Section:
Department:
How many colleagues are
being managed?
Financial Dimensions:
Grade:
11-13
Direct Channels
Section:
Direct Channels
Consumer & Digital
Division:
Commercial
Direct reports:
0
Team total:
0
Sales Targets
2. Job purpose
To deliver engaging and thoughtful service that delights all our customers, creating loyalty for our brand, that will ultimately drive the store’s
commercial performance. Assist any customer with any query or need – end to end – to full completion of request.
3. Key accountabilities
Description
Performance indicators
Planning and organisation
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To conduct needs analysis in order to explain features / benefits to do comparative selling,
service recommendations and demonstrate products
To take pride in the look of your store, ensuring your work station and the store is tidy and clean
and relevant information is to hand and brochures/information leaflets are properly stacked.
To ensure product and service knowledge (including policies and processes) are up to date and
understood.
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Mystery shopping feedback.
Minimum score of 80% on monthly
product quiz.
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% of sales targets achieved.
Accuracy of data input into systems.
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Mystery shopping results.
Minimal queue waiting time.
Right first time transactions.
Right first time data input.
No rejected documentation.
Number of customer complaints
Matching customer needs with
product and services portfolio
utilising all opportunities for upsell
and cross-sell.
Customer retention
Service recovery
Financial excellence (Budgets, revenue/profit and costs)
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To be dedicated to, and take pride in, the commercial success of your store, delivering against all
individual KPI goals and targets.
Achievement of sales targets.
To receive payments and issue receipts for sales and services, ensuring accuracy of transactions
and data input.
Customer excellence (Internal/external customer engagement and relationship management)
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To add life to life every day, acting as the brand’s ambassador and exploring initiatives and
opportunities that will help every aspect of the store and brand become successful and
respected within the local community.
To surprise our and delight all our customers by being intuitive and thoughtful in every
interaction with them, anticipating their needs and arriving at an uncomplicated, timely and
satisfying outcome for each customer interaction.
To interact imaginatively with each individual customer, helping them see how our
communication tools and technologies could work for them.
To want to be part of, and help create, an environment in which customers feel welcome and
comfortable to explore products, services and possibilities, whilst having fun.
To understand customer needs and Cx Experience processes in order save customers with
retention offers and pacify customers with goodwill gestures
People excellence (Learning and growth)
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To be a collaborative team player, inspiring those around you with your enthusiasm, optimism
and willingness to support others.
To display excellent standards in all you do and inspire others to do the same, and that you
operate within legislative/regulatory and company policies and procedures.
To display confidence, self-belief and openness to new ideas, adapting and embracing challenges
and opportunities with a determination to excel.
Continuously develop own skills by attending all required training courses and maintaining an up
to date knowledge of products, services, systems and work processes.
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Up to date knowledge regarding
du’s services and products –
measured by monthly quiz.
Agreement of and adherence to the
PDP.
Prepare for and engage with
performance reviews.
Process excellence (Operational efficiency and risk management)
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Maintain an up to date knowledge of all products, propositions and company communications to
accurately and fully meet the needs of the customers that you serve, including providing
demonstrations and understanding competitor offerings.
Ensure all policies and procedures are adhered to (both retail and company specific).
Full accountability of stock and cash assigned to without any discrepancies.
To ensure effective completion of customer and process related tasks including:
a. Document verification
b. Complete sales transaction
c. Cx technical and service Onboarding
d. Account changes, migration, upgrades, downgrades
e. Technical “usage” support in the form of “how to”
f. Self care registration
g. Self-serve assisted support
h. Pay bills, complete recharge
i.
Resolve billing disputes or errors
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Number of audit findings.
Adherence to policies and
processes.
Successful completion of Fire
Marshall and First Aid training.
4. Frameworks, boundaries and decision making authority
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To fully understand and keep up to date with the range of products, services and promotions within a multi brand environment, simplifying
and coaching the customer through the best solution for them as an individual.
Consistently deliver exceptional customer service in a demanding and changing environment.
To resolve or analyse, then escalate the customer complaints by logging a trouble ticket and escalation to Assistant Store Manager/Store
Manager.
5. Qualifications, experience, skills and competencies
Minimum experience:
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Ideally retail experience or customer service role in telecom industry.
Good understanding of telecom and data products and services.
Minimum education:

Minimum diploma
Knowledge and skills:
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Computer literacy (Word, Excel, Outlook)
Highly self-motivated and able to act on own abilities
Effective listening skills that deliver against customer needs
Passion and motivation for over achieving against KPIs without compromising customer service.
Great at networking and building genuine and productive relationships
Interest in and awareness of technology mobility within local area
Working collaboratively
Influencing and persuading
Delivery of results
Focusing on the customer
Strong communication skills (both written and spoken) in at least English and ideally Arabic/other languages.
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