Smollan is an international retail solutions company delivering growth for clients across five continents by covering every aspect of how a Brand is managed at the point of sale. With extensive industry experience, an exceptional human platform and sophisticated systems, Smollan has provided consistent excellence in operational execution to retailers and man...
Regular Customer Updates with Notes|Log in to the Vision system daily in order to keep up to date with changes and lead times Identify any repair delays timeously Manage client expectations by informing customers promptly about changes in repair lead times .
Assessment of Customer Needs|Display a positive body language at all times when engaging with customers and present in the store Adhere to the appropriate dress code as indicated Demonstrates knowledge and understanding of products and services Identify customer needs and address requests in an appropriate manner Verify and communicate whether the matter at hand can be resolved in-store Demonstrate a strong proficiency in the understanding of smartphones and mobile devices, with excellent knowledge of computer, laptop and tablet operating systems .
In-Store Activation, OBF, Fault Escalations, Repairs and Stock Control|Process activation requests promptly Effectively run tests with relevant testing equipment to identify faults and problems Verify and confirm order booking as per procedure Effectively explain fault escalation and resolution process to customers Demonstrate the ability to escalate faults, facilitate repairs and manage stock according to set policies and procedures .
Process Management: Repairs |Inform and effectively communicate with customers about the repair process and the default time frame to be expected for repairs Actively monitor the repair turnaround time and keep customers informed on progress .
Assessment of Customer Needs |Provide a detailed explanation of the post-service assessment process to customers Follow the approved script (Telkom way) Greet customers in a friendly manner Constantly assess and monitor if the customer's needs are being met .
Requirements
1-3 years’ experience in Retail and Frontline customer experience, preferably within the telecommunications industry. An understanding of mobile data and its components as well as operating systems, and MCSE experience advantageous
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