Job vacancy Total Consultant

JM, Kingston

• The Total Consultant is a specialist who will be the 1st point of contact for the customer. They will engage customers, ask probing questions, identify their needs, offer product recommendations and upsell the services of Total Tools. They are responsible for taking the initiative to learn all products (parts, tools & equipment) and services to ensure they can educate the customer, provide the best solutions while creating an atmosphere of excellent customer service.

• They apply Analytical Intelligence, a Positive Attitude, pay Attention to details and consistently take the right Action to ensure the customer is satisfied.

Responsibilities

• Maintain a positive, energetic, and professional attitude toward customers always.
• Ask probing questions to gather information from customers and make the necessary recommendations: to rent, to buy, to repair or to source.
• Increase in-depth product knowledge so that you can answer all questions presented.
• Generate Quotes and Invoices for successful sales, repairs services and rentals.
• Communicate with customers through various channels: Email, WhatsApp, online chat, phone, in person.
• Respond promptly to customer inquiries via various channels.
• Be solutions oriented so that customers’ concerns or complaints are resolved quickly.
• Ensure the layout of the store is always presentable.
• Ensure the products are merchandized in their correct areas and are presentable for sale or rental.
• Understand the procedures of each department to ensure all customers have a seamless experience.
• Communicate and coordinate with colleagues in accordance with the department’s procedures as necessary.
• Explain to the customer the respective sales, rental, and repairs processes & policies.
• Ensure customer satisfaction and provide professional customer support.
• Prepare and provide sales reports at the end of the agreed period.

PERFORMANCE CRITERIA

1. Performance is effective when:

• Key Performance Objectives are achieved.
• Excellent customer service and professional communication standards are maintained.
• Excellent standards in attendance and punctuality are maintained.
• Duties are conducted in a manner that contributes to team and company objectives.
• Professional standards in deportment, conduct, and speech are maintained consistently.
• Sales revenues for the department or branch are increasing.

ACCOUNTABILITY

1. The Total Consultant is responsible and accountable for:

• The general quality of his/her performance within the scope of the duties and responsibilities that have been assigned.
• Taking on certain additional duties and responsibilities as circumstances dictate.
• Taking initiative to increase knowledge about all Products and Services offered by the company.
• Meeting and /or exceeding all the KPIs established for this role.

RELATIONSHIPS

• Maintain good relations between Total Tools Rental & Electrical Supplies Limited employees and customers through his/her personal dealings with them.
• Maintain effective working relationships with external service providers and vendors.
• Present a good personal image to ALL those persons with whom the contact is made.

WORKING RELATIONSHIPS

• Liaises with all departments.

HEALTH AND SAFETY

• All employees must adhere to the Health and Safety policies of Total Tools Rental & Electrical Supplies Limited and especially practice safe and responsible drinking habits to ensure sobriety during all in-house operations and while operating heavy equipment.

WORK TOOLS

• Desktop, extension

Skills
Excellent written, and oral communication
Must be able to function independently and handle a variety of responsibilities under pressure
Analytical & Critical Thinker
Self-driven and growth driven
Strong at problem solving and highly solutions oriented
Ability to learn and retain a lot of information in a short period of time
Willing to learn and willing to change

17 May, 2024 (13 days left)