Job Purpose:

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

Responsibility:

• Seek opportunities in maximizing the opportunities to up-sell and/or cross sell Umniah’s products and services to cross-sell and up-sell Umniah’s products and services
• Promote Umniah’s newly launched products and services
• Drive sales through engagement of customers, suggestive selling, and sharing product knowledge
• Deal directly with Umniah customers, greet them in a welcoming manner, maintain the shop professional image, and respond promptly to customers’ inquiries
• Document sales by creating or updating customer profile records, archive the customers’ contracts
• Resolve/ escalate customers’ complaints and issues to ensure customer satisfaction
• Advise customers on available self-service channels such as: IVR, social media platforms, Umniah Application, Umniah website, and any other channels
• Obtain and evaluate all relevant information to handle products and services inquiries
• Participate in achieving the shop overall KPIs including sales, mystery shopper, quality and SL monthly target