Shop Representative – Retail Sales & Customer Service

About the role

The Shop Representative will serve customers at the Al Bayader store, ensuring high satisfaction while promoting Umniah’s telecom products and services. The role combines front‑line customer service with proactive sales to meet store targets.

Key responsibilities

• Greet customers, maintain a professional shop image and respond promptly to inquiries.
• Use the Oracle CRM system to create or update customer profiles and archive contracts.
• Identify and act on up‑sell and cross‑sell opportunities for Umniah’s offerings.
• Promote newly launched products and services to increase awareness and adoption.
• Guide customers to self‑service channels such as IVR, the Umniah app, website and social media.
• Document sales activities and contribute to KPIs including sales targets, mystery shopper scores and quality metrics.
• Resolve or escalate customer complaints to ensure satisfaction.

Required profile

• Bachelor’s degree in Business Administration or a related field.
• 0–2 years of experience in sales or customer service, preferably in telecommunications.
• Good command of spoken and written English.
• Strong communication and interpersonal skills.

Required skills

• Basic knowledge of consultative selling, negotiation and persuasion techniques.
• Familiarity with Oracle CRM System.
• Proficiency in MS Office applications.