Un Vodashop Assistant

Afrik Intérim HR services est un fournisseur de solutions de ressources humaines de premier ordre.

S’inscrivant dans une logique partenariale, d’amélioration continue et orienté vers la performance, Afrik Intérim HR Services vous accompagne dans la gestion de votre Capitale Humain de manière efficace et efficiente afin de garantir l’atteinte de vos objectifs de manière durable.

Fort d’une expérience de plus de 20 ans, nous travaillons au rapprochement des Hommes et des Entreprises, en RDC.

Nous recrutons Un Vodashop Assistant, pour le compte d'un de nos clients qui évolue dans le secteur de la Télécommunication.

A Vodashop assistant has is co- responsible of the smooth running of store in terms of : Customer care, Mpesa, cash and stock

Job scope

• Welcome and assist customer always with the smile.

• Offer products and services

• Sell products , services and met stores sales and quality targets

• Keep and manage : stock and/ or money

General

• Brand perception NPS: ensure perception of Vodacom Brand is always maintained through effective customer service and experience Value for money NPS: always bring to the customer the best of service and experience for the money they spend in our stores.

• Customer Satisfaction: ensure satisfaction is always maintained through effective customer service and experience. Mystery Shopping: assure store continual readiness for visits of mystery shoppers

• Personal attitudes: Comply with personal good appearance, smile to customer, attend workplace and training scheduled, Knowledge of services and products and Knowledge of systems processes.

Specific/ Stock controller

• Stock Management: Ensure seamless stock availability under strict observation of approved processes and SLA's.

• Invoicing: Ensure that every single sale event is properly and accurately captured in system as per approved policies and processes

• Run weekly and monthly stock takes and assure continual accurate stock status

• Assure integrity of assets in stock room

• Be of irreproachable honesty towards customers and the Company, as for cash changes, exchange rates, product deliveries, in-store offers execution, etc.

Specific/CUSTOMER CARE

• Waiting/queuing time: Ensure all Customers queuing for product delivery are attended to on time. ≥ 90% of Customers should receive product within 2min.

• Assistants to always approach customer with the agreed warm, personalized greeting, always with a smile.

• Use of CRM applications by shop asssitants to resolve customers' queries? Assistants' ability to resolve queries at first contact (to be measured as a % of tickets assisgned to back-office)

• Assistants to always present customer solutions they can bring home today. Never let customer leave store without solution or proposal.

• Assistants to always ensure customer is well connected, activated and registered before leaving store.

• Assistants' ability to resolve queries at first contact (to be measured as a % of tickets assisgned to back-office)

Specific /CASHIER

• Manual invoices: keep sequential use of manuallly-captured invoices Assure proper display of products according to approved policies

• Ensure proper cash counts, reconciliations, postings & reporting on daily basis, including proper archiving

• Waiting/queuing time: Ensure all Customers queuing at till point are attended to on time. ≥ 90% of Customers should be completely checked out and leave till point within 5min.

• Be of irreproachable honesty towards customers and the Company, as for cash changes, exchange rates, product deliveries, in-store offers execution, etc.

Specific /MPESA

• Ensure seamless stock availability of cash and e-money floats under strict observation of approved processes and SLA's.

• Waiting/queuing time: Ensure all Customers queuing on M-Pesa cash point are attended to on time. ≥ 90% of Customers should be cashed in/out within 4 minutes.

• Ensure proper cash counts, reconciliations, postings & reporting on daily basis, including proper archiving

• Assure integrity of physical and electronic money at M-Pesa cash point (and safe, if required)

• Be of irreproachable honesty towards customers and the Company, as for cash changes, exchange rates, product deliveries, in-store offers execution, etc.

- Towers Watson Grade : TW7

- Global Role : Retail Sales Advisor

- Global Job Code : JO-RETS-SAV