Senior Retail Representative

in its Commercial Division with duty station in “Ladyville”

ABOUT DIGI: Digi owns and operates an extensive telecommunications network throughout the country of Belize in wireline, wireless and data services. The company offers and uses a wide range of products and technologies that include fixed line telephone service, fixed wireless, national and international calling services, prepaid services, an advanced LTE mobile network, international voice and data roaming, Fiber internet and data services.

ABOUT ROLE: The Senior Retail Representative is primarily responsible for the daily operations, staff performance, cash management, inventory management, sales targets of products and services, and customer support at their respective location. He/she must maintain customer excellence through the efficient management of the customer’s request, enquiries and complaints with proper follow up, in line with quality-of-service procedures and the Company’s Mission and Vision. The incumbent reports to the Manager, Consumer Sales.

QUALIFICATION & SKILL REQUIREMENTS:

• Associate degree or equivalent qualification with (3) years’ supervisory experience in Customer Service or sales Industry.
• Sound knowledge of customer services principles and practices.

• Must possess sales skills and techniques in the retail business.
• Excellent leadership and interpersonal skills.
• Proficiency in Microsoft Suite, proficient in technology and device operating systems.
• Possess strong verbal and written communication skills.
• Be able to manage, motivate and develop staff within a team environment.
• Be organize and possess the ability to analyse situations and make sound decisions for operations to execute daily tasks.
• Strong decision making and problem-solving skills to make the right decisions to maximize profitability but maintain customer loyalty.
• Be able to adapt to a retail environment to work extended hours, including weekends.
• Deadline oriented, ability to multitask and possess excellent time management skills.
• Be able to deal with conflicts with staff, customers and cope with difficult situations.

• Maintain a high level of professionalism and confidentiality.
• Ability to speak Spanish would be an asset.

MAIN RESPONSIBILITIES INCLUDE BUT NOT LIMITED TO:

Operations and Staff Management:

• Supervise and lead the daily operations of the store in an efficient and cost-effective manner while abiding by the department’s standard operating procedures and the company’s service excellence guidelines.
• Supervise office cleaners and bill delivery messengers for the location.
• Formulate, recommend and implement solutions to address administrative problems within their respective location.
• Continuously monitor and evaluate staff by executing Quality Audits and Customer Feedback surveys on a daily and weekly basis, in maintaining a sales culture, competitive and customer centric environment following our quality-of-service standards.
• Identify and execute training needs and coaching plans based on observations, customer feedback and trends analysis. Be able to immediately correct any area deemed as critical that affects a customer experience.
• Lead staff in a performance-based environment. Report on staff’s performance and development on a monthly basis as per Customer Service Score Card Requirements.
• Monitor, reconcile and keep track of staff and location compliance checklist and standards. Report adherence and discrepancies. 
• In the event of a hurricane threat, ensure Hurricane Preparedness for location is properly executed as per Customer Service Hurricane Manual. Be available for emergency work during national crisis (Hurricanes, etc.).
• Keep a steady flow of communication which may involve POW WOW sessions, meetings, location visits, trainings, etc., to identify and correct gaps. Provide daily, weekly and monthly feedback to Zone Administrator as required.
• Monitor and reconciliation of reports, processes and procedures to ensure adherence and standardization of processes and reduce customer impact.
• Properly secure office at the end of each day by setting alarm and locking shutters and gate (applicable to district locations).  Open and Close office as per our operations procedures.

Inventory:

• Properly manage inventory (phones, equipment, accessories, cards, modems and Sims) to maintain variances as per the company’s Inventory Guidelines for respective zone.
• Properly manage the shipping and receiving of stock to be done in a timely manner. Daily monitor of inventory for minimum stock to request additional items from warehouse or other locations.
• Weekly and monthly reconciliation of sales, stock and spot checks on staff to ensure compliance and adherence of processes.
• Reconcile and balance store inventory via stock take on a monthly basis for location.
• Adhere and manage our warranty process for all devices. Be able to properly troubleshoot devices to give final approval on staff recommendations

Sales and Customer Retention:

• Execute In-Office selling strategies and programs to meet sales targets for location and staff. Aggressively pursue selling, upselling and cross selling of all products and services, but ensure full follow through with customer.
• Analyse and evaluate variances to report on successes and setbacks to Retail Zone Administrator and assist in planning of rhythms and routines related to operations and sales strategy.
• Resolve and manage customer complaints to reduce churn and device solution through a systematic decision-making process to ensure customer satisfaction and service retention. Immediately identify and report any trending or increase of In Office terminations request due to poor product quality, poor customer support or any other reason deemed critical.
• Identify staff needs related to sales and customer retention opportunities to guide and coach effectively as part of the staff development plan.

Customer Support:

• Assist with processing of customer applications for service, customer inquiries and complaints where necessary. Follow through on customers complaints to ensure speedy action and correction of problems.
• Monitor and guide staff to ensure Troubleshooting at Tier 1 customer resolution is done to ensure customer satisfaction. Only if it cannot be resolved via Tier 1, must be escalated to Tier 2. 
• Deal with customer escalations within location and liaise with departments within BTL whose function is to provide support services to those areas that affect the efficiency of the service to customers, i.e. (Corporate Sales, Inventory, Information Systems, Human Resources, etc.).
• Analyse and escalate customer feedback, recommend plan to improve gaps on customer’s needs as it relates to product, services or any complaints highlighted by customer.
• Assist with Customer Service/cashier duties where necessary, adhering to Customer Service Operations Guidelines

Finance:

• Assist with balancing of cash at the end of each workday in accordance with the Cash Deposit procedure.
• Proper administration of manual processes in event of system failure: safe keeping of receipt books, ensuring entry and balancing of manual receipts.
• Properly manage distributor and dealers’ sales.
• Ensure proper administration of staff cash over/short in accordance with Cash Performance Standards.
• Directly responsible to monitor and administer the store performance and adherence to process as it relates to cash management of the company’s cash procedures. Fully responsible for the safe keeping and accuracy of all cash within the location.
• Ensure the proper administration of petty cash functions for reimbursements and purchases on a daily and weekly basis.
• Prepare and submit monthly Cash Summary Report to accounts for cash transactions by the 5^th of each month.
• Review and submit bill of activities and time cards of staff in accordance with the scheduled provided by Payroll. Properly manage operations cost. Assist with budget preparations by submitting needs for location yearly. Verify and approve billing adjustments, refunds and voids. Ensure compliances 

PERSONAL ATTRIBUTES:

• Strong friendly interpersonal skills, ability to communicate with customers and teams across the organization in an honest and direct manner.
• Ability to confidently present ideas in a solution-oriented manner.
• High level of integrity and dependability with a strong sense of urgency and results-orientation.
• Agile, collaborative, and accountable in the execution of job functions.

ABOUT OUR OFFER:Attractive compensation and benefits package commensurate with experience and qualifications.

If you are interested in joining our team, letter of application accompanied with detailed Curriculum Vitae and contact details of three (3) recent professional references should be submitted electronically no later than Friday, August 19^th, 2022, and addressed to:

Employee Relations Manager

Belize Telemedia Limited

digicareers@livedigi.com