Customer Sales Team Lead at Best Mobile

Employment Nigeria 24-Nov-2016 LAGOS , LEKKI , Customer Service

POSITION : Customer Sales Team Lead

Description

Job Summary:

1) 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.

2) 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.

3) 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.

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Customer Sales Team Lead at Best Mobile

Requirements

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