Role Purpose

The Retail Sales Specialist provides retail sales advice and administration and delivers product sales and services directly to the end customers by matching the products and services to the needs of each customer through the Vodafone Retail network in line with Retail Sales standards and procedures. The Retail Sales Specialist has a good understanding of established policies and processes in Retail Sales and store management gained through extensive practical experience and works with the colleagues in the store to interact directly with customers and focus on increasing sales, exceeding sales target, and elevating the customer experience with Vodafone. They may conduct back-office operational activities to ensure the effective operations of the store. The customer base is mostly consumers but may also include some small business, SOHO (Small Office Home Office) and self-employed customers. Typically reports to the Retail Sales Manager.

Role Profile

• Process orders and Sales transactions as following:
  - New line activation Voice & Data. (Prepaid, Postpaid, Enterprise).
  - New handsets, accessories.
  -MNP.
  -MBB devices.
  -VF Cash activation.
  -DSL New activation.
• Up sell and cross-sell Vodafone products & services.
• Up sell smart devices (IOS & Android).
• Offer enterprise solutions (Car tracking, I cloud.etc.).
• Achieve the agreed sales targets for the different consumer and enterprise products & services.
• Increase sales transaction ratio.
• Improve the quality of sales as well as the closure rate while maintaining customers ‘data base.
• Give customers information about products and services.
• Handle customer Services & Complaints:
  -Prepaid Consumer Customers: Recharge balance, balance dispute, data entry, activating, services, change of ownership.
  -Postpaid Consumer Red customers: Bill payment, Conversion, deactivation line, rate plan inquiries, cash refund, change of ownership
  -Enterprise Customers: Bill payment, Conversion, deactivation line, rate plan inquiries, cash refund, change of ownership.
• VF Cash Services & Vodafone home DSL:
  -Cash Deposit.
  -Cash Withdrawal.
  -VF cash wrong transaction.
  -Change of ownership for DSL customers.
  -Providing &Replacement routers
• Apply all NTRA regulations and new process.
• Understand of Vodafone privacy & data classifications.
• Adherence to all cash operation policies & procedures. Using all applications and tools (Wincash, Siebel, C-Cate E-top up, Visa machine, DSS, intranet, internet).
• Report any fraud gap or revenues loss to concerned teams.
• Accurate inventory control and stock take handling.
• Handle all required paperwork (contracts & forms quality, filing, archiving).
• Maintain store’s look and feel (cleanliness, displays, brochures
• Report daily bank accounts.
• Handle cash, credit, cheques and withholding tax.
• Decrease the cash variance month over month.
• Mentore new hires after training
• Provide full support to the new hires to insure excellent performance.
• Follow company strategic direction (Digital).
• Grant high quality of after sales service.
• Implement and maintain the friendly expert attitude with all customers
• First Visit Resolution implementation.
• Earn Vodafone customer loyalty.
• Support different departments to deliver best customer experience.

Competencies and Qualifications

• Holding any relevant bachelor's degree
• Customer centric & identification of customer needs.
• High communication skills.
• Smart tech. awareness
• Problem solving
• Good English conversational and writing skills.
• Be familiar with Fintech technical solutions, including Wallet, Payment, and Mini Program.

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

What's in it for you

We want you to feel happy and fulfilled at work, without compromising the other things in life that matter to you. There are lots of ways we support this, including hybrid working and generous parental leave. You'll also get four Spirit Days a year to focus on your personal development and wellbeing, plus a host of other great benefits too.

Who we are

You may have already heard of Vodafone - We're a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.

As part of our global family, whether that's Vodafone, Vodacom or _VOIS, you'll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices. We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.

Together we can.