Purpose of the Job
Promote the achievement of the company’s service standards and MOM shop set targets by providing guidance to the shop Agents. Ensure the overall business strategy is achieved through the set KPIs.
Develop and communicate MOM work plan
Receive work plans and targets and develop action plans for the shop to drive the same.
Communicate targets to the team and monitor to ensure achievement on a daily, weekly and Monthly and quarterly basis.
In instances of underperformance, determine causes and redress.
Manage/guide service delivery at the Shop
- Participate in the setting of service standards, share with the team and monitor performance regularly.
- Enforce SOP at the outlet.
- Conduct own periodic customer satisfaction through mechanisms like call backs to access performance of the team.
- Put in place remedial actions in instances service levels fall below the set standard.
- Receive and respond to escalated queries and complaints from the team.
- Timely communication of new product/service material and any changes in service offering.
Provide quality service to customers
Maintain accurate and easily accessible information on products and services
Brief customers on products and services.
Up-sale and cross sell products during contact with customers.
Receive and address customer queries and complaints promptly.
Where necessary escalate the problem for resolution.
Follow up escalated problems to ensure timely resolution to give feedback.
Stock Management process
Receive stock and safely keep it under custody for any stock on hand.
Prepare accurate daily till sheets and submit to the Supervisor.
Carry out daily reconciliation of all stock items and declare any exceptions.
Ensure daily banking of cash sales are done to the Supervisor.
Additional Duties and Responsibilities
Participate in projects as assigned by the Business
Key competencies
Skills critical to the role:
Highly Customer focused
Business awareness
Analytical skills
Good planning and organisational skills
Excellent interpersonal skills
Sets high personal standards and is goal oriented
Excellent communications skills, both orally and in writing
Excellent presentation skills
Educational Level:
Must have:
Diploma or Bachelor’s degree in any business related course or an equivalent.
Working Experience:
Must have:
Knowledge of basics of MS office.
Previous experience in related position would be an added advantage.
Able to operate in a performance driven organization
Cultural awareness
Knowledge of English
Email application to: people@peoplebrand.co.ug