Job Purpose : -

The In-Store Technical Support & Customer Experience Executive is the on-ground face of Onsitego inside partner retail stores. This role is responsible for enabling customers on newly purchased devices, resolving first-level technical issues, driving after-sales attachment (warranties and care plans), and ensuring a frictionless post-purchase experience that builds customer trust and repeat business. This is a customer-facing, light-technical, revenue-adjacent role critical customer satisfaction and partner success.

Responsibilities:

Customer Enablement & Technical Support

Perform first-time setup of smartphones, tablets, laptops, and printers (OS setup, apps, data transfer, basic configuration).
Diagnose and resolve first-level hardware and software issues at the store. ducat customers on correct usage, care, and common failure prevention.
Register devices for warranty, protection plans, and service support.

After-Sales Revenue & Conversion

Understand customer needs and recommend appropriate Onsitego warranty / protection products.
Clearly explain coverage, exclusions, and claims processes in simple language.
Support store sales staff in improving after-sales attachment at the point of sale.
Ensure ethical selling with zero mis-selling.

Customer Experience Ownership

Act as the single point of contact for post-purchase support at the store.
Proactively follow up with customers to confirm issue resolution.
Escalate unresolved cases to central service teams with complete and accurate documentation.

Store & Partner Collaboration

Build strong working relationships with store managers and sales teams.
Support product demonstrations and readiness for new launches.
Represent Onsitego professionally and uphold brand and service standards at all times.

Process, Systems & Compliance

Accurately use Onsitego systems for registrations, tickets, and follow-ups.
Adhere to SOPs, SLAs, data privacy norms, and compliance requirements.
Report recurring issues, customer feedback, and competitive insights from the store.

Desired candidate profile:

1 5 years of experience in retail, customer support, or technical service roles
Comfortable handling face-to-face customer interactions
Working knowledge of smartphones, laptops, operating systems, and basic troubleshooting
Strong communication skills in English and the local language
Willingness to learn consultative selling and after-sales product pitching
Disciplined, process-oriented, and reliable with follow-ups

Experience: 1 - 5 years

Qualification: HSC pass (Diploma / ITI / Graduate preferred but not mandatory)

Key Success Metrics (What This Role Is Measured On)

First-contact resolution rate
Customer satisfaction / NPS at store level
Warranty / care plan attachment rate on assisted customers
Accuracy of registrations and ticket logging
Store partner feedback and collaboration score

Benefits:

We believe in work-life balance and hence we offer flexible working hours. What matters is the output of work.
We have a well-defined leave policy for our people to take care of their personal commitments and exigencies.
We care for our people and take care of them and their family by offering them Mediclaim policy
Your professional growth and company growth go hand-in-hand
We provide you a platform to learn and polish your skills

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

Store Sales Executive

Job Description

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