Retail Centre Operations Coordinator will be responsible for the following key duties:

• Manage stocks assigned to a Retail Flagship store according to laid down procedures, standards and practices of professionalism acceptable within Safaricom.

• Keep accurate account of available stock and stock movement.

• Offering exceptional customer service to all interaction with customers.

• Assist the Team Leader in coordinating day-to-day operations of the Retail Centre 

KEY ACCOUNTABILITIES

Inventory and Cash Operations 

• Projection and forecasting to ensure that there is adequate stock at all times in the Retail flagship shop as per the established stock minimum reorder levels

• Timely and accurate receiving and issuance of stocks.

• Reconciliation of stock in the store to ensure accuracy of records

• Submission of inventory demand planning reports on a weekly basis

• Ensure Nil errors in daily/monthly stock reconciliation

• Ordering for replenishing of stock raised as per agreed SLA

• 100% Adherence to Retail Center stock management procedures as stipulated

• Ensure Stocks are issued out only against approved sales order or approved activations or sales receipt

• Maintain high level of integrity and be ethical in day to day working in the store and in managing inventory

• Reconciliation of cash tills and banking of all collections on daily basis.

Customer Experience

• Delivery of high-quality retail sales customer service in all interactions with customers that meets and surpasses team NPS target

• Handling all After Sales Service queries raised by customers and communication within SLA

• Liaise with suppliers for repair of faulty phones & ensure collection and delivery to the required flagship shop within agreed SLAs to maintain customer trust and satisfaction

• Handling first level support on escalations from the frontline staff and customers.

• Timely escalation of customer issues and follow ups to ensure all issues are closed within agreed SLA

• Handle first level escalations from the front-line staff and customers

• Develop shift and communicate the same to the customer facing staff 

Role Skill Development

• Maintain Thorough  Knowledge of safaricom products and ability to explain their functionalities and benefits in simple terms that excite and engage the Customer

• Have an understanding of market dynamics and offer suggestions on new device we can introduce to the business

• Engaging with digital platforms to gain more knowledge related to customer service, products and services

• Participate in  knowledge sharing by communicating to the retail Centre Team Leader  on areas that need further training and offer peer training to ensure all staff in retail store are at per in understanding all Safaricom Ethiopia products and services.

Operation Excellence

• Nil stock /Cash loss

• Nil stock out – minimum stock levels set maintained at all times

• 100% accuracy of customer records & phone details for all phones under warrant returned back for repair

• 100% accuracy on issues escalated.

• All orders resolved and closed within SLA

• All stocks received must be entered into the system immediately on receipt and the database must be 100% accurate

• Allocation and deallocation process must be followed on a daily basis to ensure accountability on inventory issued out to staff

• Ensure the phone display area at the front office is well arranged with spec cards well inserted and price updated

• Ensure received devices/inventory are thoroughly checked for any external physical damage or missing before receiving to the system

Job Requirements

QUALIFICATIONS, EXPERIENCE AND CORE COMPETENCIES;

• 3 years working experience in a retail Operations environment with at least 1 year in supervisory role.

• Understanding of English and local language both written and spoken.

• Ability to cope with pressure from customers while delivering quality service.

• Ability to counsel/coach staff and analyze customers’ behavior on the floor and take necessary actions.

• Ability to review customer trends to prioritize how service will be delivered to them based on demand and resources available.

• Have Knowledge to Explain functionality and benefits of Safaricom Ethiopia products and services in simple terms that excite and engage the Customer

• Thorough knowledge and understanding of Safaricom Ethiopia  product and Services 

How to Apply

If you feel that you are up to the challenge and possess the necessary qualification and experience, kindly proceed to update your candidate profile on CLICK HERE

and then Click on the apply button.

Remember to attach your resume.