Overview

The Sales and Service Specialist is responsible for providing service to the customers, promoting new and existing products, tariffs and services to customers according to the activities/standards of the Company. S/he is also responsible for handling customer claims and complaints. The position holder assumes responsibility for the deficits and loss of the product/material and monetary values entrusted to her/him.

Responsibilities:


- Provide services to the customers according the Company set standards and planned targets set for him/her
- Update customers about new and existing products, tariff-plans, services and their changes
- Provide technical support in products/services activation/deactivation procedures, properly filling in the request forms if necessary
- Provide services to the customers with respect to prepaid/postpaid, voice and data products
- Accept payments /recharges, sell scratch cards
- Provide customers with information on monthly invoices, account balances, payments and recharges, as well as on activation/deactivation of the services
- Sell mobile phones and data devices as well as their accessories
- Provide customers with information on products to be obtained on credit from the partner companies (Remzone, Nairi insurance, Unibank and etc.)
- Ensure confidentiality of the customer data and the Company activities/ standards
- Investigate customer claims/ complaints / remarks and provide on time and valuable solution
- Register all claims/complaints in HPSM corresponding interfaces
- Ensure feedback provision to customers on the status of their claims/complaints
- Keep the customer informed about the alternative info channels (website, 111, info, etc.)
- Cooperate with Remzone for preliminary diagnostics & further repairing of customers phones
- Register all the sold products in the POS during the day, identify current issues, timely escalate and solve them
- Prepare daily and monthly reports on the remaining stock of cards/devices/products
- Prepare daily reports on quantity of transactions/cash collected data and pass the collected amount to the Sales and Service Senior Specialist
- Prepare reports on sales of accessories and phones in case of need
- Regularly generate various reports including reports on transactions through cash counters and POS terminals

Required Qualifications:


- Higher education
- Work experience in the customer service or sales will be an advantage
- Awareness of different transactions in billing systems is a plus
- Knowledge of Company’s and competitor’s tariffs/ products/ services /bundles
- PC skills (Word, Excel)
- Linguistic skills: Armenian, Russian and English languages
- Effective team working and time-management skills
- Good organizational, communication and negotiation skills
- Conflict and stress management skills

About K-Telecom CJSC (Viva-MTS)

VivaCell-MTS (K-Telecom CJSC) provides mobile coverage in 2G/ 3.75G/ 4G networks offering a wide range of voice and data services all across Armenia since 2005.