The mission is to carry out coordination of Customer concerns, queries among Head offices and Store’s to ensure the prevailing queries have been resolved and Store team efficiency and effectiveness maintained.

Key Tasks: 

·         Monitoring and Controlling Store staff

·         Provide administration and logistics support to the Store.

·         Coordinate services to walk in customers; address, listen to and resolve customer complaints / queries

·         Coordinate services such as change of SIM cards, registration of prepaid lines etc for customers.

·         Coordinate reconnection and disconnection of clients’ accounts.

·         Elicit sales of new or additional standard services through prescribed routes

·         Guide the store staff on solving new and unclear issues

·         Training the store staff on relevant tasks and issues

·         Getting and sending daily, weekly, monthly, quarterly, Walk-in status and other reports

·         Support the store staff in creation and termination of access to System, TT, Webcare, and other applications

·         Ensure inventory/ Stock management.

·         Maintain good & positive working relationships with regulator.

·         Implement processes, procedures and policies on the store team

·         Ensure compliance at store level

• Undertake other duties that are assigned by immediate supervisor from time to time

Supervisory / Leadership / Managerial Tasks:   

·         Direct and monitor work of subordinates

·         Ensure the team is led; motivated and rewarded to achieve key performance areas

·         Identify staff training and development needs

·         Manage the performance and deliverables of direct and indirect reports to ensure that the objectives and of the department are achieved

·         Monitor reports for accuracy and adherence to service level agreements

·         Set goals and objectives for direct reports, monitor progress Skills transfer to ensure staff development and business continuity

·         Provide technical, procedural and policy guidelines to subordinates

·         Handle administrative issues including leaves, grievances and other issues

Education: 

·         Bachelors degree in Business Administration or equivalent field

·         Masters degree is preferable

Experience:

·         5 – 8 years’ service center/Sales experience

• Preferred: Experience working in the relevant Province and a thorough understanding of local traditions, cultural sensitivities, and community behavior.

Trainings: 

• Supervisory & Leadership training
• Introductory and intermediate telecoms training
• Customer care training

Knowledge: 

·                     Service center/ATOMA Store management

·                     General knowledge of the overall business

·                     Information management

·                     Performance appraisal

·                     Performance enhancement and improvements

·                     Reporting

·                     Resource management

·                     Stakeholder relations management

·                     Telecommunications Industry knowledge

Skills / physical competencies: 

·                     Ability to learn quickly

·                     Ability to plan; coordinate and schedule work of others

·                     Ability to work under pressure

·                     Advanced communication; interpersonal and reporting skills

·                     Fluency in both local languages Pashto and Dari, good command of English

·                     Analytical skills

·                     Coordinate work assignments and schedules

•           Prepare reports and records pertaining to the work