Job Description
Job Purpose:
Responsible for fulfilling customers’ requests/ responding to customers’ inquiries to ensure customer satisfaction while providing high level of service to Umniah’s customers. Also, responsible for cross-selling and up-selling Umniah’s products and services.
Responsibility:
- Seek opportunities in maximizing the opportunities to up-sell and/or cross sell Umniah’s products and services to cross-sell and up-sell Umniah’s products and services
- Promote Umniah’s newly launched products and services
- Drive sales through engagement of customers, suggestive selling, and sharing product knowledge
- Deal directly with Umniah customers, greet them in a welcoming manner, maintain the shop professional image, and respond promptly to customers’ inquiries
- Document sales by creating or updating customer profile records, archive the customers’ contracts
- Resolve/ escalate customers’ complaints and issues to ensure customer satisfaction
- Advise customers on available self-service channels such as: IVR, social media platforms, Umniah Application, Umniah website, and any other channels
- Obtain and evaluate all relevant information to handle products and services inquiries
- Participate in achieving the shop overall KPIs including sales, mystery shopper, quality and SL monthly target
