Retail Showroom Manager - Maiduguri at Airtel

About Airtel Africa

At Airtel Africa, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. If you like “ordinary”, then we are not for you. We champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. we roll up our sleeves to win with our customers. By choosing Airtel, you choose to be part of a winning team. All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Africa.

Your Job Description at Airtel Africa

• Showroom Profitability and Stock Management (Financials):
  • Monitor and ensure adherence to processes and provide showroom report of sales, cash monitoring, stock management, petty cash disbursement, reconciliation, and retirements.
  • Report all activities within the Airtel Showroom that directly impact company financials such as promotions.
  • Track, manage, and control stock movement within and out of the warehouse.
  • Ensure availability of all company products and services in the assigned Showroom.
  • Provide comprehensive report of all products and services in the Showroom.
• Asset Management:
  • Manage all company assets in the Showroom.
  • Ensure systems and equipment are in working condition.
  • Escalate all Showroom facility issues for prompt resolution.
• Customer Experience/Satisfaction at Showroom (Customer):
  • Build strong relationships between Airtel and its customers.
  • Create a database of customer traffic to the Showroom to ensure reliable data for feedback, upselling, and promotional decisions.
• Query Resolution and SLAs (Process):
  • Ensure Showroom agents have the required work tools and accesses.
  • Ensure all team members comply with set standards and meet SLAs.
  • Ensure 100% adherence to all Showroom processes and procedures by Showroom Agents.
  • Escalate all issues beyond supervisor’s capacity promptly.
  • Ensure all Showroom queries are resolved within the approved SLAs.
  • Monitor turnaround time for all queries and enquiries; implement process improvements where needed.
  • Track all pending issues and monitor team members to ensure timely complaint resolution.
• Reports:
  • Daily, weekly, and monthly showroom reports.
  • ERC reconciliation reports.

The Job Requirements at Airtel Africa

• Educational Qualifications:
  • First degree in any related course
• Relevant Experience:
  • Minimum of 2 years' work experience in a Customer Service environment
  • Ability to work with minimal supervision
  • Good analytic, report writing, and problem-solving skills
  • Good understanding of business processes
  • Good knowledge of customer administrative systems – REMEDY, TABS, MINSAT, EXCEL, etc.
• Other Requirements:
  • Committed to common goals and values of the organization
  • Passion for customer satisfaction and service delivery
  • A strong work ethic with positive attitude
  • Team Leader & Player: Independent, confident, and objective
  • Attention to detail / excellent oral and written communication skills
  • Good presentation skills
  • Ability to maintain confidentiality at all times