Role Purpose & Key Responsibilities

Role purpose:

To maximize store revenue and customer acquisition by proactively selling Vodacom’s portfolio of products and services, including voice, data, devices, fixed services, and M-Pesa solutions. The Sales Executive is responsible for delivering world-class customer experience, identifying customer needs, converting opportunities into sales, and building lasting customer relationships that enhance loyalty, satisfaction, and business growth within the Flagship Store environment

Key Responsibilities

Sales & Customer Service BookSales Coaching

• Drive revenue and increase data and voice usage.
• Provide after-sales support services to customers.
• Maintain strong business relationships with customers.
• Sell, serve and administer Vodacom products and services.
• Educate new and existing customers on VTPLC promotions.
• Ensure customer service meets VTPLC standards and exceeds customer expectations.
• Ensure all customers served and their respective queries are recorded in Quick Logs.
• Escalate and follow up all outstanding customer logs to ensure they are properly addressed and closed.

Operations & Reporting

• Ensure the feedback and escalation procedure is followed.
• Perform other tasks delegated by the Shop Manager.
• Comply with the requirements of the Operations Manual.
• Report recommendations and suggestions for improving customer service, marketing and revenue-generating activities.
• Provide market intelligence reports on competitor activity.

Qualifications, Competencies, Skills and Work Experience

• Diploma or bachelor’s degree in business administration, Marketing, Sales, Commerce, or a related field.
• Strong understanding of sales techniques, customer relationship management, and consultative selling.
• Proven track record of achieving and exceeding sales targets
• Ability to work in a fast-paced retail environment, including weekends and shifts as required.
• Excellent verbal and written communication skills in both English and Swahili

• Drive revenue and increase data and voice usage.
• Provide after-sales support services to customers.
• Maintain strong business relationships with customers.
• Sell, serve and administer Vodacom products and services.
• Educate new and existing customers on VTPLC promotions.
• Ensure customer service meets VTPLC standards and exceeds customer expectations.
• Ensure all customers served and their respective queries are recorded in Quick Logs.
• Escalate and follow up all outstanding customer logs to ensure they are properly addressed and closed.
• Ensure the feedback and escalation procedure is followed.
• Perform other tasks delegated by the Shop Manager.
• Comply with the requirements of the Operations Manual.
• Report recommendations and suggestions for improving customer service, marketing and revenue-generating activities.
• Provide market intelligence reports on competitor activity.

• Sales and Negotiation Skills
• Customer Relationship Management
• Presentation and Product Demonstration Skills
• Computer Literacy (MS Word, Excel, Outlook)
• Conflict Resolution and Complaint Handling
• Upselling and Cross-selling Techniques
• Effective Verbal and Written Communication Skills
• Knowledge of Vodacom products and services
• Understanding of M-Pesa products and services
• Knowledge of retail operations and customer service standards
• Understanding of sales techniques and customer engagement principles
• Knowledge of telecommunications industry trends and competitor activities
• Understanding of customer complaint handling and escalation procedures
• Customer Service Orientation
• Sales & Commercial Acumen
• Results and Target Driven
• Communication and Interpersonal Skills
• Problem Solving and Decision Making
• Relationship Management
• Planning and Organizing
• Adaptability and Flexibility
• Integrity and Professional Ethics
• Teamwork and Collaboration

• Diploma or bachelor’s degree in business administration, Marketing, Sales, Commerce, or a related field.
• Strong understanding of sales techniques, customer relationship management, and consultative selling.
• Proven track record of achieving and exceeding sales targets
• Ability to work in a fast-paced retail environment, including weekends and shifts as required.
• Excellent verbal and written communication skills in both English and Swahili