Position: Associate Level Role

Location: Smart Store Robinsons Santiago, Level 3 Robinsons Place Barangay, Santiago, 3311 Isabela

Education: College graduate (preferably in Sales and Marketing, Business Management, or related fields).

Work Experience: Minimum of 1 year experience in a sales-related frontliner role (e.g., QSR crew, customer service agent).

Key Requirements:

• Sales Experience: Applicants must have at least 1 year of experience in a sales-related frontliner role.
• Work Location: Must be able to work onsite in Santiago, Isabela.
• Availability: Must be able to start as soon as possible.

Duties & Responsibilities:

• Drives Profitability: Achieves targets through comprehensive digital solutions for customers. Delivers products and services as per commercial agreements with affiliated companies (e.g., PLDT, Cignal). Increases revenue by upgrading plans/packages, promoting Value-Added Services, and endorsing referrals through effective customer needs assessment. Conducts proactive retention calls via Cosmo.
• Delivers Customer Experience: Ensures first contact resolution and meets quality and customer service metrics by identifying and assessing customers’ needs to achieve satisfaction. Builds sustainable relationships of trust through open and interactive communication. Handles requests and complaints, providing appropriate solutions and alternatives for first contact resolution. Consistently executes the Customer Journey within prescribed standards. Proactively solicits customer feedback regarding service quality. Maintains existing customer relationships and advocates VIP handling.
• Customer Relationship Management: Builds long-term relationships with customers. Responds to and handles inquiries, requests, and complaints from assigned accounts. Acquires new customers from existing ones through cross-selling and upselling.
• Operations Management: Adheres to the following processes/guidelines to effectively perform the job: Daily routine for CSOs (dependent on the type of store format assigned). Sales, aftersales, cashiering, and inventory business processes. Ensures compliance in monitoring and resolving post-review findings, individual inventory variance, and pending transactions in individual worklists. Manages inventory operations (as needed for LCSO assigned as IO reliever). Ensures service fulfillment delivery as per commercial agreements with affiliated companies (e.g., PLDT, Cignal). Handles infinity sales and aftersales transactions. Assists customers virtually via MS Bookings and Virtual Frontline Appointment. Supports other customer interfacing groups as needed (e.g., social media, hotline).

Please refer to job description.