Customer Sales Team Lead at Best Mobile

Job Summary:

• Implement a sales plan, co-ordinate and control the activities of the customer sales team to maintain, enhance customer relationships and meet organizational & operational objectives.
• Interact and approach customers with the aim of making a sale. Provide and process information in response to their inquiries, concerns and requests about products and services.
• The position provides operational direction for daily store operations and activities, to grow revenue, drive standards of excellence, and maintain established processes to ensure outstanding customer sales service.

Key Responsibilities:

• Define and communicate customer sales standards.
• Oversee the achievement and maintenance of agreed customer service levels and standards.
• Direct the daily operations of the customer sales team.
• Plan, prioritize and distribute work tasks to ensure proper functioning of the team.
• Ensure the necessary resources and tools are available for quality customer sales/service delivery.
• Listening to customer requirements and presenting appropriately to make a sale.
• Maintaining and developing relationships with existing customers in person and via telephone calls and emails.
• Manage customer interactions including the following: review customer complaints, handle complex and escalated customer sales issues and track customer complaint resolution and ensure completion within defined SLA.
• Monitor accuracy of reporting and data base information.
• Identify and implement strategies to improve quality of sales, service, productivity and profitability.
• Opens customer accounts by recording account information.
• Maintains customer records by updating account information.
• Recommends potential products or services to management by collecting customer information and analyzing customer needs.
• Conduct regular general store housekeeping to ensure store is clean and tidy.
• Prepares product or service reports by collecting and analyzing customer information.
• Liase with company management to support and implement growth strategies.
• Co-ordinate and manage customer service projects and initiatives.
• Assign service orders to technicians and ensure a first in/first out workflow.
• Ensure all orders are properly documented and released for pick-up.
• Responsible for preparation of work schedules.
• Evaluate and manage performance of staff.
• Identify and address staff training and coaching needs.

Knowledge/Skills/Ability:

• Deep knowledge of OEM products.
• Effective verbal communication skills.
• Interpersonal skills with people at all levels.
• Ability to ensure that the highest standard of quality in customer sales is achieved.
• Customer service focus.
• Supervisory skills.
• Problem analysis & solving.
• Decision making skills.
• Planning and organizing capability.
• Flexibility.
• Presentation skills.
• Stress tolerance.
• Problem solving and trouble shooting skills.

REQUIREMENTS
Education and Experience:

• A relevant Bachelor’s degree (Professional Qualification will be an added advantage)
• 3-4 years customer sales experience in a reputable organization.
• In-depth knowledge of customer sales/service principles and practices.
• Proficiency in MS Office applications.

REASONING ABILITY

• Ability to solve practical problems and deal with a variety of concrete variable in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to read, analyze, and interpret the most complex documents.