Sandra Ngujapeua

Sales and Retention

1.2.1 Drive and supervise daily customer service operations by ensuring monthly sales targets are achieved. 1.2.2 Ensure individual targets (TRV-Sales, Voice, MTC Credit Life Insurance, Data & Fixed activation) are closely monitored to ensure it is aligned as per the shop targets. 1.2.3 Provide proposals on sales campaigns to the Controller for review and approval in order to achieve targets. 1.2.4 Ensure store level retention targets are closely managed in order to achieve the Retail Stores retention targets, through order management and continuous follow up 1.2.5 Actively engage in termination requests with an urgent approach to retain the customer.

.3 Customer Relations

Management

Attend to Retail Stores customer queries promptly and communicate through various channels. 1.3.2 Walk the floor to monitor and direct staff to ensure excellent customer service delivery. 1.3.3 Monitor and address issues on Customer Queues to achieve and maintain q-flow SLA to ensure that regular process improvements, evaluations and feedback are conducted to meet customer service demands. 1.3.4 Processing orders, applications and requests and ensure that all is completed when required. 1.3.5 Support the handling of Blacklisting, Whitelisting, SIM replacement, reactivation and Itemized bill requests. 1.3.6 Process payment arrangements and subscriber exemption requests. 1.3.7 Attend to data related requests and queries, ensure that customers are attended to promptly. 1.3.8 Attend to requests and queries of Key Accounts & Enterprise customers, escalate where required and ensure follow up is done. 1.3.9 Ensure that all customer complaints handled in line with the policy so that all queries are resolved, and appropriate solutions are provided for Customer Complaints. 1.3.10 Ensure excellent product and system knowledge to support Retail Stores team for the fulfillment of customer requests and needs. 1.3.11 Monitor and ensure that customers are registered on relevant systems to ensure compliance with SIM registration process. 1.3.12 Attend to voucher status and pin requests by customers and staff.

Stock Management

Responsible for and coordinates activities related to ordering, reordering and receipt of stock as per Stock Control procedure. 1.4.2 Conduct to weekly stock counts and reporting in respect of stock levels, discrepancies and investigate losses in line with Stock Control procedure. 1.4.3 Daily issue and replenish stock to staff for sales purposes and monitor that stock is safely stowed away. 1.4.4 Request for issue of stock for loan conversion from the Retail Controller. 1.4.5 Ensure to clear Stock in Transit report per Retail Store once received from Finance. 1.4.6 Manage Key Accounts stock orders at Retail Store level. 1.4.7 Coordinates customer repair phones by dispatching and receiving of phones under repair through PUP system Repair Centre. 1.4.8 Ensure swift communication to customers of quoted repair cost takes place and monitoring the payment process. 1.4.9 Manage stock returns on cancel market offers, out of box replacements and cancelled orders to mitigate loss and/or fraud.

Cash Management

Manage, investigate, and ensure completion of all cash related activities with regards to open payments, pending payments, account level payments and staff cash boxes to prevent fraudulent activities 1.5.2 Opening and closing of master cash boxes at the Retail Stores. 1.5.3 Issue cash float and daily prepaid inventory to Sales Advisors: Retail Stores. 1.5.4 Reconcile cash and bank takings to ensure accurate daily cash up and investigate, report all unresolved differences immediately to the Retail Controller and MH Accountant. 1.5.5 Submit daily cash up and bank deposit slips to Retail Controller and MH Accountants. 1.5.6 Verify vending unit transactions and process daily cash up and submit to Retail Controller and MH Accountant. 1.5.7 Reconcile manual receipts to accurately reflect capturing on POS system.

Promotions, Point

of Sales and

Campaigns

Ensure POS material is available and correctly displayed. 1.7.2 Take part in joint planning with management in order to achieve departmental goals. 1.7.3 Dispose old or outdated campaign material. 1.7.4 Ensure that displays of Retail Stores comply with policy through continuous inspections. 1.7.5 Initiate corrective action and liaise with Retail Controller and support services

Budget Control

Monitor of expenditure to avoid overspent, such as Stationery, Office Expenses, Petty Cash, and other accounts as highlighted by Management and Finance department. 1.9.2 Managing Petty Cash and reconciling of receipts to be forward to the Retail Controller/ Retail Management for authorization as per the Petty Cash Procedure. 1.9.3 Provide input on OPEX regarding capital expenses by combining regional requirements to Retail Controller.