·       Managing inbound customer communication via telephone calls, emails, and Intercom chat
·       Running software product demos for prospective customers and performing online set-up sessions for newly onboarded clients
·       Making both proactive (courtesy calls) and reactive calls (responses to queries)
·       Providing guidelines of initiatives to encourage customer retention in form of trial extensions, coupons, as well as offering delegate training days
·       Escalation and support management
·       Nurturing leads pipeline to convert into monthly/annual subscriptions

·           Working remotely for an SMM agency targeting small to mid-sized businesses within the U.S.
·           Identifying new sales leads
·           Contacting prospective clients via email/phone to establish rapport, qualify the lead, and set up appointments with marketing strategist
·           Sending cold email marketing sequences to prospects daily
·           Providing initial consultation and addressing concerns regarding the services

·           Analyzing training needs to develop new training programs
·           Conducting needs assessment, execute training, develop training reinforcements and evaluate outcomes
·           Participating with the department director and other administrators to identify training and staff development needs and determine the implementation of the plan
·           Taking part in weekly calibration calls with the onshore team regarding process change and latest updates
·           Drafting documents of all the new processes and product updates and share with the Ops team
·           Devising performance improvement plan for low performers to increase productivity

·           Receive calls from current customers and/or non-subscribers for sales and revenue generation in a high-intensity call center sales environment
·           Utilize proactive sales skills to identify the needs of customers and effectively position products and solutions
·           Achieve monthly key performance metrics
·           Maintain accurate records of sales activities daily
·           Increase revenue through up-selling and cross-selling video, HSI, Home security, and telephony services to existing customers
·           Research and review competitive pricing and service offerings to provide competitive price and product comparisons based on customer needs
·           Provide outstanding customer service, troubleshoot and resolve service and minor technical problems

• Open and maintain customer accounts by recording information • Resolve product or service problems by clarifying the customer\'s complaint • Identify and assess customers’ needs to achieve satisfaction • Build sustainable relationships of trust through open and interactive communication • Go the extra mile to engage customers • Cancel or upgrade accounts • Resolve customer complaints via phone and email/Chat via Kayako