Job Description

JOB TITLE: Customer Relations Executive COMPANY: Plug-ins LOCATION: UAE QUALIFICATION: Diploma/Degree JOB PROFILE: Receive products brought to the service center by customers for repairs, check for damage besides the fault reported by the customer, as well as check whether product is under warranty so as to receive complete and accurate information as per company procedures to carry out repairs  Advice the customers about the terms and conditions associated with warranty/repair, provide cost estimate for the job and ensure that the customer has complete understanding of the transaction Subject to authorization from customer, prepare work order documentation so that the necessary repairs can be carried out   JOB TITLE: Store Manager COMPANY: Plug-ins LOCATION: UAE QUALIFICATION: Must have previous experience in Retail Chain store management.  At least 4 years in store manager position.  Must have good track record in dealing with staff and a large store management team of at least 30 people or more. Bachelors Degree with Retail diploma or Retail management training from a large organization. Must have good interpersonal skills not only to deal with multi cultural staff but also customers. Should have good analytical skills. Must have good organizational skills and must be able to delegate tasks and do effective follow up. Must understand retail presentation standards and can maintain store layouts. This is a Middle Management position. Age should be between 28 to 35 years old.  JOB PROFILE: Budget Planning: Provide inputs on store performance over twelve month’s period to assist in the annual budget planning process. Competitor information: Provide Competitor information through timely visits to competitor outlets and also provide information regarding market trends to staff and back office functions. Training:  Identify training needs and provide regular training update on current and new product lines through suppliers & internal trainers. Staff Development: Assess staff performance continuously to identify potential store supervisors for future store operations. Performance is measured against defined objective / task.  Develop a supervisory management development plan for each potential individual by setting tasks and measuring the progress against time scale. Provide feedback to General Manager and HR Manager regarding the progress and propose appropriate action in future. Staffing: Ensure that staffing levels are optimised through planned recruitment in line with business requirement.  Recruit staff internally for future vacancies in line with the development philosophy of the group. Customer Satisfaction: Ensure that the customer needs are met satisfactorily through trained staff, customer service initiatives like meet & greet person, customer feedback mechanisms etc. Ensure that both the spirit and letter of Customer Service charter is complied with. Merchandising:  Ensure that staff complies with the Plug-ins “Basic Merchandising Manual” and all merchandising activities in the store reflect the needs of the trading period (e.g. GITEX). Feedback: Provide inputs regarding stock levels, market trends, opportunities and customer preferences to ensure that we proactively meet customer needs and provide customers with a unique shopping experience. Sales Turnover: Manage the Sales turnover of the store and ensure that the targets are achieved in order to meet the profit margins of the store. Control store discounts and expenditure to maintain targeted margin levels. Develop a plan to achieve the annual / monthly sales turnover through adequate staff cover in the store. Motivate staff to achieve sales targets through challenging and rewarding incentive plans. JOB TITLE: Customer Service Supervisor COMPANY: Plug-ins LOCATION: UAE QUALIFICATION: Relevant Experience in retail/ call centre  Basic Technical skills related to IT and electronic products Knowledge of more than one language JOB PROFILE: Compliance to policies: Ensure that there is compliance to the policies governing ‘returns and exchange’ whilst carrying out such transactions, complete supporting documents are prepared and filed for records, with the objective of maintaining accurate records as well as maintaining consistency in handling such matters. Managing down time: Keep record of the inventory of customer products sent for repairs as well as repair of stock items, for the purpose of ensuring stock credibility as well as controlling the down time, as it would have direct impact on customer satisfaction with the service provided. Qualification of defects: Identify nature of complaint in product, and based on nature and severity of the problem identified, take decision regarding how and where the complaint should be handled, such as in store handling, or sending to supplier’s service centre, with the objective of controlling repair costs of products under warranty as well the down time. Deliveries: Monitor the delivery and installation schedule, plan schedule and road maps for the drivers, ensure that all the products and accessories required for a customer delivery are included, with the objective of meeting delivery commitments and ensuring that customer satisfactions levels are met and exceeded with the service provided by the company. Sales Support: Provide support to the sales by following up on quotations to be sent on mail for specific customer requirements as well as assist sales person in making proposals and quotations. Stock Security: Identify and ensure that high value items returned to the store for the purpose of exchange or repair are stored safely to prevent the store from any loss arising as a result of damage or mishandling of the product. JOB TITLE: Retail Sales Representatives COMPANY: Plug-ins LOCATION: UAE QUALIFICATION: Graduate  2 to 3 years experience in sales, preferably in a retail environment JOB PROFILE: Showroom Sales: The job holder promptly and courteously attends to all customers in the showroom. Assess the customers need and he spots and seizes sales opportunities, offers solutions to problems and closes a sale. Also promotes the sales of accessories. Merchandising: Conducts a detail inspection of his assigned area on a daily basis. Reviews price labels, product information tags and other communication with regard to the products. Organizes and displays the product in manner to attract customer attention and enhance the possibility of sale. Ensure that the merchandising principles are followed while displaying existing & new products. Customer Service: Ensure that customers are greeted and acknowledged in the store. Also develop a good rapport to serve the customers effectively. Product Review: On a daily basis, reviews unit sales at stock / item level and inform the retail supervisor / store manager. Provide feedback regarding customer enquiry’s and customer preferences. Product Knowledge: The job holder keeps himself periodically updated regarding the products in the showroom, competitor products, price etc. Latest developments in the electronic industry and by product range in order to address customer queries and provide informed advice. Housekeeping: The job holder ensures that the products on display in his area are arranged properly and the area is maintained in a neat and tidy manner ensuring that the highest standards of housekeeping are maintained.