Customer Sales Representative

Systems Limited is seeking motivated and skilled individuals to join our Engagement Centre as Customer Sales Representatives. In this role, you will support our retailers through multi-channel interactions, addressing inquiries related to products, campaigns, and survey activities. Your efforts will contribute directly to delivering exceptional customer service and driving business success.

Key Responsibilities

- Deliver a consistent and high-quality customer service experience across all communication channels including voice, chat, and email by applying best practices in customer service skills.
- Proactively execute outbound campaigns, taking full ownership to ensure end-to-end completion.
- Monitor, modify, and validate web orders to maintain optimal sales, distribution, and inventory standards within designated cut-off times.
- Achieve all key performance indicators (KPIs) as outlined in the Engagement Centre’s scorecards and metrics.
- Serve as an escalation point for customer issues, collaborating with other teams to develop timely solutions.
- Analyze customer inquiries to determine the most effective resolution or appropriate redirection.
- Ensure strict compliance with legal guidelines to protect confidential customer data.
- Prioritize daily tasks in alignment with service level agreements (SLAs).
- Follow established processes for logging issues with Admin and IT departments, and gather feedback for continuous improvement.
- Identify and implement process enhancements to improve customer issue resolution and reinforce the company’s reputation as “easy to do business with.”
- Maintain effective communication with key business stakeholders to optimize workflows and ensure timely reporting.
- Collaborate closely with the National Field Sales team, supporting Trade Marketing Representatives and Area Managers according to channel strategies and cycle instructions.
- Maintain ongoing communication with Field and Channel teams to address customer concerns and identify new business opportunities.
- Utilize strong relationship-building and conflict resolution skills to enhance the overall customer experience.
- Take ownership of personal development by regularly reviewing progress against targets and completing performance reviews accurately and on time.
- Actively contribute to a high-performance team environment and share knowledge and experience with peers.
- Build multi-level commercial relationships that drive growth and customer retention.

Required Qualifications

- Minimum of 1 year of contact center experience.
- Experience handling both inbound and outbound consumer service interactions.
- Customer service-oriented mindset with strong issue resolution capabilities.
- Ability to adapt to digital advancements and new technologies.
- Proficiency in managing script-led interactions.
- Excellent communication skills to build relationships and provide clear guidance.
- Experience with Salesforce, SAP, CRM systems, and PureCloud is preferred.

Preferred Qualifications and Skills

- Experience in FMCG sales is advantageous.
- Advanced English proficiency with a neutral accent, enabling clear and effective communication.
- Intermediate Excel skills.
- Ability to multitask by managing multiple consumer inquiries simultaneously across phone, email, and chat channels.
- Basic technical troubleshooting knowledge to assist customers with product or service issues.
- Strong active listening skills to fully understand and respond to customer needs.
- Conflict resolution skills to handle complaints calmly and professionally.
- Empathy to provide personalized support by understanding customer feelings.
- Adaptability to work effectively with diverse customer personalities and changing situations.
- A tertiary qualification in Marketing or Business is desirable.

This role offers an excellent opportunity to grow within a dynamic team, contribute to business growth, and develop valuable skills in customer engagement and sales. If you are passionate about delivering outstanding service and building strong customer relationships, we encourage you to apply.