Sales Expert IQOS Mall Afi Cotroceni - Full-Time-Bucharest

The main mission and purpose of the position is to welcome all customers and provide a pleasant experience in the store; Understanding the needs and expectations of clients; Development and application of effective sales strategies; Guiding customers through all stages of the buying experience; Providing full assistance, including payment management; Management of after-sales services and customer support; Stocking shelves and maintaining cleanliness in the store.   ROLE RESPONSIBILITIES Implementing a customer experience strategy greets customers as soon as they enter the store, even when it is already occupied with another customer, following procedures for proper customer greeting. He ensures that all customers in the store receive the necessary attention and remains always available. Adopt a customer-centric approach, knowing customers who have visited the store before and understanding their preferences. Understanding the needs of customers and implementing a sales strategy based on their experience Apply the PMI NCA (non-combustible products authorized) code of good practice, as well as global and local regulatory requirements. Ensures that all customers are greeted and received properly upon entering the store. Ask relevant questions and actively listen to identify customer needs and preferences, using this information as well as details about their product usage history, behaviors and reasons for visiting. Approach customers in a friendly, warm and personalized way, leading interactions and conversations in a natural and engaging way to encourage dialogue. Following internal procedures, guides customers through a test session (where applicable) of IQOS products and services, using visual and verbal approaches, but also allowing them to discover the right products, accessories and consumables. Adapts presentation and speech according to customer needs and behavior. Manages customer questions and objections effectively, adjusting their approach to provide appropriate product or service solutions (ex: test devices, trade-in program, etc.). It explains IQOS services and the benefits of loyalty programs, identifying the solutions that best meet the needs of customers. Manages the purchase process and financial transactions as part of the after-sales service. With the client's consent, he records it in the digital database. Follow up and maintain customer relationships Connect with customers on a regular basis, building and maintaining relationships with returning customers to the store. Use clienteling systems (where available) to personalize interactions and improve customer experience. Managing after-sales services and ensuring customer satisfaction If a customer returns to the store unsatisfied, acknowledge their dissatisfaction and investigate the causes to understand the problem. As part of a strategy based on the customer experience, it provides basic technical support, as well as alternative products (ex: cleaning drinks) or replacements to ensure customer conversion and satisfaction. Stocking the shelves and maintaining cleanliness in the store Check daily if the shelves are properly stocked. Inform registered customers about new products available. Respecting internal procedures and collaborating with the team, contributes to maintaining the cleanliness of the store every day. Knowledge and management of local legal and regulatory constraints Understanding and compliance with local legislation and regulations regarding the sale of NCAs (authorized non-combustible products). Effective handling of consumer problems and complaints Dealing effectively with difficult situations, providing quick and satisfactory solutions to consumer problems and complaints. Achieving the store's results in consumer and commercial KPIs Contributing to the achievement of the store's performance objectives, both in terms of consumer experience and commercial indicators. What do we want from you? Previous experience
at least 1 year in retail or FMCG, sales or similar roles (not mandatory, but an advantage). Fluent in English. Motivation to achieve and exceed objectives. Excellent communication and relationship skills - clear explanation of products, but also effective management of objections, providing answers to complex questions. Proactive attitude, adaptability and customer orientation. Orientation towards providing a premium experience to customers, with an emphasis on quality and consumer satisfaction. Flexibility, proactivity and ability to adapt to a dynamic environment. Willingness to be part of a team energetic. What do we offer? A friendly and motivating work environment. Opportunities for professional and personal development. Competitive salary package and performance-based bonuses. Ongoing training and support to excel in your role. Meal vouchers (for delicious breaks). Bonuses for each friend you refer. Premium medical membership at Regina Maria - for your health. Access to Bookster (with unlimited books and inspiration). Extra vacation days for loyalty (because you're ours). FLEXIBLE SCHEDULE Work schedule tailored to your life - varied shifts, including weekends.