Job Roles at Afconrecruit Limited

The Sales Manager will:

• Develop, implement, and oversee sales strategies to achieve company revenue and growth targets.
• Identify new business opportunities and partnerships across corporate, retail, and SME segments.
• Lead, train, and motivate a sales team to deliver exceptional performance.
• Manage key client accounts, ensuring satisfaction and long-term retention.
• Monitor competitor activities, market trends, and customer needs to adjust strategies.
• Oversee end-to-end sales processes, including lead generation, negotiation, and contract closure.
• Ensure alignment of sales efforts with company marketing and operational strategies.

 Key Responsibilities

Sales Strategy & Execution

• Design and implement annual sales plans and budgets.
• Set realistic sales targets for teams and track performance against KPIs.
• Ensure continuous pipeline development and conversion.

Team Leadership & Management

• Recruit, onboard, and mentor sales representatives
• Set performance standards and manage regular evaluations.
• Foster a performance-driven culture within the sales department.
• Business Development & Client Relationship Management
• Build and maintain strong relationships with corporate clients and stakeholders.
• Lead negotiations for major contracts and partnerships.
• Explore new business segments and geographic expansions.

Market Intelligence & Reporting

• Track competitor offerings and pricing strategies.
• Provide management with accurate sales forecasts and reports.
• Recommend adjustments to pricing and service offerings where needed.

Collaboration & Cross-Functional Alignment

• Work closely with marketing to align campaigns with sales priorities.
• Partner with operations and customer service to ensure seamless delivery of services.

Deliverables

• Monthly, quarterly, and annual sales performance reports.
• Achievement of agreed revenue and market share targets.
• Growth in customer acquisition and retention rates.
• Expansion into new market segments.

Key Performance Indicators (KPIs

• Revenue growth percentage per quarter.
• Number of new corporate/retail clients acquired.
• Retention rate of existing clients.
• Team productivity and target achievement levels.
• Market share growth relative to competitors.

Qualifications and Experience

• Bachelor’s degree in Business, Marketing, or related field (Master’s degree is an advantage).
• Minimum of 7 years’ progressive sales experience, with at least 3 in a managerial role within telecoms, broadband, or ICT.
• Proven track record of meeting or exceeding sales targets.
• Strong leadership, negotiation, and analytical skills.
• Excellent communication and interpersonal abilities.

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Purpose of the Role

• The Customer Service Representative will handle customer interactions through phone, email, live chat, and walk-in centers. They will resolve complaints, provide information about products and services, process requests, and ensure a positive customer experience.

Scope of Work

The CSR will:

• Respond promptly to customer inquiries across multiple channels.
• Resolve complaints professionally and escalate complex issues when necessary.
• Provide accurate information on company products, services, pricing, and promotions.
• Manage service requests such as new connections, upgrades, or troubleshooting.
• Follow up on customer concerns to ensure resolution and satisfaction.
• Maintain detailed records of customer interactions in the CRM system.
• Support sales and retention efforts by identifying upselling and cross-selling opportunities.

Key Responsibilities

Customer Engagement

• Deliver timely and courteous responses to all customer queries.
• Maintain professionalism and empathy during interactions.

Issue Resolution

• Troubleshoot common service-related problems.
• Escalate unresolved issues to technical or supervisory teams.

Service Support

• Process service requests such as activations, billing queries, and plan changes.
• Provide clear guidance to customers on product usage and service features.

Documentation & Reporting

• Accurately update customer accounts and service requests.
• Provide periodic reports on complaints, feedback, and resolution timelines.

 Deliverables

• Timely handling of assigned customer queries and requests.
• High levels of customer satisfaction and reduced complaint turnaround time.
• Accurate reporting and record keeping of customer interactions.
• Contribution to service improvement through customer feedback.

Key Performance Indicators (KPIs)

• Average response and resolution time.
• Customer satisfaction ratings (post-interaction surveys).
• First Contact Resolution (FCR) rate.
• Number of complaints escalated versus resolved.
• Adherence to communication protocols and service standards

Requirements

Qualifications and Experience

• OND/HND/Bachelor’s degree in any discipline.
• Minimum of 1–3 years’ experience in customer service, preferably in telecoms, ICT, or service-related industries.
• Strong communication and interpersonal skills.
• Ability to multitask and work under pressure.
• Familiarity with CRM tools and Microsoft Office.
• Problem-solving attitude with empathy for customers.