Greet potential and existing customers and actively listen to their needs
Build solutions for existing and prospective customers using a strong knowledge of One’s products and services information across all areas of the business
Conduct oneself in a manner becoming of the Face of the Brand and positively contribute to the team’s NPS score
Set up truck rolls for fixed line service issues
Troubleshoot devices, such as mobile phones modems, TV boxes and Eeros with a view to finding resolutions to the customer’s problems
Sell customers on the benefits of additional products to enhance their service experience, such as Eeros, roaming product, streaming
Be One’s cheerleader on all new launches and promotions paying close attention to the position of the new products or services
Activate and/or make any necessary changes to customers’ accounts
Ensure that all contracts and forms are completed correctly
Take payments and enter information correctly into the POS and Billing system
Carry out warranty exchanges, complete faulty phone tickets, used inventory reports and repair records for faulty phones in accordance with policy
Ensure all returned equipment has appropriate documentation attached
Test, program and set up Modems in TV boxes for customers
Follow due diligence with company policies that relate to service procedures such as: asking customer for photo ID and allowing only authorized users on the account to make changes and access account information.
Count float in the morning and close till at end of day in accordance with policy
Trouble shoot and discrepancies at till close out at end of the day
Assist with inventory and year end counts
Bring to the manager’s attention if you discover discrepancies in device pricing between store display cards, price sheets and the Company website
Acquire and maintain knowledge of products and services by attending training, completing training questionnaires and reviewing product literature
Keep up to date on all email, the knowledge database, training and promotional documents
Remain versatile and open to perform additional and different duties as business demands
Skills and Abilities
Strong sales skills
Passion for service excellence
Excellent communication skills, both oral and written
Strong computer skills
Ability to multi-task and work efficiently under pressure
Effective problem-solving skills
Commitment to continuous learning
Willing to work a flexible schedule that includes Saturdays
Ability to work overtime as required
Education/Experience
High school diploma or general education diploma (GED)
Minimum of 2 years’ experience in a technical sales or customer service position
A previous history of successful working relationships and leadership skills
Prior working experience in an environment selling wireless telecommunications technology, fixed services such as home internet, TV and VOIP services.