Duty Manager

Job Overview

The Duty Manager at Sharaf Electronics ESCO in Dubai will be responsible for promoting and selling tailored Etisalat plans designed for businesses, institutions, government bodies, and Emirati clients. The role requires delivering comprehensive information about plan features, benefits, and pricing to potential customers while seeking opportunities to increase revenue through both upselling and cross-selling.

Key Responsibilities

• Drive the promotion and sale of Etisalat plans customized for various client segments, including businesses and government entities.
• Provide clients with detailed explanations of product features, advantages, and cost details.
• Identify and capitalize on opportunities to boost income by upselling and cross-selling products and services.
• Deliver exceptional customer service, promptly addressing and resolving concerns professionally.
• Consistently achieve quality KPIs focused on customer service metrics such as response and resolution times and customer satisfaction.
• Work closely with audit teams during internal and external audits to assure compliance with applicable industry regulations.
• Manage Telecommunications Regulatory Authority (TRA) audit processes by ensuring adherence to regulatory standards.
• Participate actively in internal mystery shopping exercises to evaluate service quality.
• Meet individual sales and productivity goals effectively.
• Offer effective solutions to customer inquiries and requirements.
• Oversee day-to-day operational activities to maintain efficient workflows.
• Create and maintain a positive, motivating workplace environment by encouraging team engagement and resolving conflicts.
• Listen carefully to team feedback and address any issues or disputes appropriately.
• Motivate team members to reach organizational objectives.
• Delegate responsibilities and tasks to team members to ensure smooth operations.

Qualifications and Experience

• A minimum of two years of experience in a comparable role.
• Holding a graduation degree, diploma, or an equivalent qualification.

Skills and Abilities

• Strong customer focus and orientation towards results.
• Excellent teamwork and communication capabilities.
• Proficiency in Microsoft Excel and general computer skills.
• Confidence and adept negotiation skills.
• Knowledge of Arabic is considered advantageous.