Job Brief

Responsible for fulfilling customer requests and responding to inquiries to ensure customer satisfaction, while delivering a high level of service to Umniah’s customers. Also responsible for cross-selling and up-selling Umniah’s products and services.

Key Responsibilities

• Seek and maximize opportunities to up-sell and cross-sell Umniah’s products and services using the CRM system.
• Promote newly launched Umniah products and services to increase customer awareness and adoption.
• Drive sales through active customer engagement, suggestive selling, and sharing product knowledge.
• Interact directly with customers by greeting them warmly, maintaining a professional shop image, and responding promptly to inquiries.
• Document sales by creating or updating customer profiles and archiving customer contracts accurately.
• Resolve or escalate customer complaints and issues to ensure high levels of customer satisfaction.
• Guide customers on using self-service channels such as IVR, social media platforms, the Umniah app, website, and other available tools.
• Obtain and evaluate all relevant information to address inquiries related to products and services effectively.
• Contribute to achieving the shop’s overall KPIs, including sales targets, mystery shopper scores, quality metrics, and monthly service level targets.

EDUCATION

Bachelor Degree in Business Administration or any other related field

Shop Location

Abu Nussier

CERTIFICATIONS & LICENSURE

Desirable:

• Communication Skills Certifications
• Selling Skills Certifications

TOOLS & SYSTEMS

Desirable:

• Oracle CRM System

TECHNICAL SKILLS & KNOWLEDGE

Essential:

• Basic knowledge of selling techniques: consultative selling, negotiation techniques, persuasion and deal closing, cross and up selling techniques
• Basic knowledge of telecommunication industry, products, and services
• Good command of English language both speaking and writing
• Good command of computer skills (MS Office)

Desirable:

• Basic knowledge of customer care problem solving techniques