Customer Sales Representative

iSystems Ltd · Lahore, Pakistan

Systems Limited is looking We are looking for talented individuals to shape and contribute to the success of our Engagement Centre. As a Customer Sales Representative your responsibility includes assisting our retailers through multi-channel interactions pertaining to Products/Campaigns/Survey activities

Responsibilities

• Deliver a strong and consistent customer service experience and business performance across all channels (voice, chats, and emails) through the utilisation of best customer service skill practice.
• Execute diverse outbound campaigns with a proactive ownership approach, ensuring complete end-to-end closure.
• Responsible for the monitoring, modification, and validation of web orders to ensure optimal sales, distribution & inventory parameters are adhered to within cut-off times.
• Ensure all KPI measures outlined in the scorecard or other metrics that the Engagement Center publishes are achieved.
• Act as an escalation point for customer problems and take responsibility for liaising with other work groups to ensure solution development and resolution in a timely manner.
• Understanding of customer enquiries to determine the most effective approach to solving or redirecting customer queries as required.
• Ensure compliance with legal guidelines to maintain and protect confidential data effectively.
• Daily prioritisation of work in line with service level agreement.
• Follow the process for logging issues via Admin and IT, gather feedback for improvements/enhancements.
• Identify and implement process improvements to enhance customer issue resolution, reinforcing reputation as “easy to do business with”.
• Foster effective communication with the key business stakeholders to optimize processes and ensure timely reporting.
• Be a partner with the National Field Sales team and work collaboratively to support the Trade Marketing Representatives and Area Managers in line with channel teams and cycle instructions.
• Maintain communication with the Field and Channel teams to address customer issues and identify business opportunities.
• Leverage rapport building, business relationships and conflict resolution to enhance the customer experience.
• Take ownership of personal development, including reviewing own progress against deadlines and targets, and the timely and accurate completion of Perform (end of year review documents).
• Actively participates in a high-performance team and contributes to the achievement of team targets.
• Share knowledge/experience with peers.
• Builds multi-level commercial relationships that drive growth and customer retention across the

Requirements

• At least 1 years of contact center experience.
• Inbound and Outbound consumer service experience.
• Experience in FMCG Sales is preferred.
• Customer Service Oriented.
• Ability to adjust to digital advancement.
• Experience in Salesforce, SAP, CRM and PureCloud preferred.
• Ability to manage Script-Led interaction.
• Excellent Communication Skills to build relationship and provide guidance.

Technical / Functional / Leadership Skills Required

• Advanced English Level & neutral accent with the ability to communicate clearly and effectively.
• Intermediate Excel Skill.
• Multitasking: Ability to handle multiple consumer inquiries simultaneously through various channels (phone, email, chat.)
• Technical Troubleshooting: Basic understanding of the products or services to assist consumers with technical issues.
• Active Listening: Fully concentrating, understanding, and responding to consumer needs.
• Conflict Resolution: Managing and resolving consumer complaints in a calm and professional manner.
• Empathy: Understanding and sharing the feelings of consumers to provide personalized support.
• Adaptability: Ability to adjust to different consumer personalities and changing situations.