Job description

POSITION TITLE: Customer Service Analyst - Sales Coach

WORK SETUP: Return to Office

OVERALL PURPOSE:

Customer Service Analyst – Sales Coach

• A Sales coach will help identify skills and opportunities for growth to create a program tailored to unique focus areas to improve performance.

• Sales Coach should be able to use one-on-one sessions to target transferable skills.

Minimum Requirements:

• At least 3 years of experience in Sales within a BPO environment.

• Candidates with a sales background in the telecommunications industry will also be considered.

RESPONSIBILITIES:

• A sales coach is a person who mentors, trains, and motivates people to improve their performance and achieve their goals.

• A sales coach is responsible for monitoring, onboarding, and setting goals for the teams assigned to them.

• A Sales Coach is also responsible in designing and preparing training courses and materials specific to sales motion.

• A sales coach should have a good understanding of sales techniques and the ability to establish a rapport with the team. Candidates are required to have excellent communication skills - written and verbal with absence of mother tongue influence.

• Provide resolution to the customer based on process knowledge and training provided, utilizing the company’s internal CRM/mainframe systems and customer purchase orders

• Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions on the internal systems

• Create sales campaign and drive sales campaign based on project needs.

• Should have good command over Grammar and be able to probe well & comprehend

• Should possess willingness to help the customers by taking ownership

• Ability to present solution to the customer and add value on calls

• Should be able to summarize the conversation while providing the resolution

• Access the company’s internal systems to obtain and extract accurate information and provide customer service management with the data for inclusion in various scheduled and special reports

• Maintain customer records by updating account information

• Ability to think out of the box. Ability to work in a dynamic and innovative environment by contributing towards ideation for the project.

OTHERS:

Project Shift Schedule: Rotation

Project Rest Day: Rotation

Project/Team Location: Cebu Filinvest Cyberzone Tower 1

SKILL AND QUALIFICATIONS:

• Sales Communication Coach profile

• At least 2 years of BPO Sales Coach experience

• Undergrads with experience are allowed

• No course restriction

• Proficient in spoken English, Comprehension skills

• Ability to Multitask

• Analytical Skills, Problem-Solving, Team Player