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Job Description

Our client, a leading telecommunication Service provider is seeking energetic, aggressive, and  self-motivated and result oriented individuals to join its team in the position mentioned below  to work under its Customer Service department: 

Position: SHOP AGENT

To Successfully run Airtel stores in ensuring compliance with agreed guidelines to deliver a best  in-store experience & ensure revenue maximization & cost targets are met. 


Store Operations 

  • Manage daily stores sales.  
  • Ensure all stores carry out daily, weekly and Monthly Stock reconciliation as part of  proper stock management.  
  • Adhere to duty schedule to ensure timely opening and closure of the store for  customers’ inconvenience 
  • Ensure timely submission of full Contacts Operation and sales reports to Supervisors o Attend operational meetings conducted in stores every week as part of the operation  planning. 
  • Religiously attend pre-shift and after shift briefings. 
  • Tag all customer interactions 
  • Upselling all products 


  • Ensure achievement of Annual Sales Targets 
  • Execute Monthly Store promotion to increase and maximize revenue 
  • Execute upselling of different products on monthly basis to maximize profitability.

Customer Experience 
  • Achieve Customer Satisfaction Scores every quarter 
  • Achieve Mystery Shopper score. 
  • Achieve monthly GUEST score. 
  • Achieve QUIZ Score. 
  • Achieve Mystery Shopper Score every month 

  • Ensure adherence to complaint escalation procedures 
  • Adhere to Code of Conduct 
  • Compliance of all operational processes i.e. Sim Swap, Airtel Money reversals,  activations, deactivations, KYC, user ID management process, shop operating  procedures, etc 


Educational Qualifications & Functional / Technical Skills 

  • University degree in business/Equivalent qualification, sales or marketing 
  • Excellent knowledge in customer experience discipline/profession 
  • Able to work under high stress with short term targets and objectives
  • Able to handle, prioritize, multiple projects simultaneously 
  • IT literacy  
  • Able to operate in performance driven organization Knowledge of English and  vernacular. 

Relevant Experience (Type of experience and minimum number of years)
  • 2+ years in customer service  
  • Exhibits good level of creativity and resourcefulness 
  • Analytical and Presentation skills 

Other requirements (Behavioral etc.) 

  • Able to operate in a minimum supervision.  
  • Self-motivated, enthusiastic, energetic  
  • Attention to detail 
  • Confident, assertive 
  • Approachable customer focused  
  • Good communication and Listening skills  
  • Leadership skills  
  • Team player  

How to apply

Suitable candidates are required to send their Applications & Curriculum Vitae to:


by 25th September 2021; addressed to Human Resources  Manager.  

Please note that only shortlisted candidates will be contacted

Skills Required

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