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 contribution will be vital in 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 customer service practices.
- Proactively manage outbound campaigns, ensuring full ownership and 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) and metrics as outlined by the Engagement Centre.
- Serve as an escalation point for customer issues, coordinating 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 data.
- Prioritize daily tasks in alignment with service level agreements (SLAs).
- Follow established processes for logging issues with Admin and IT, and collect feedback for continuous improvements.
- Identify and implement process enhancements to improve customer issue resolution and reinforce a reputation for ease of doing business.
- Maintain effective communication with key business stakeholders to optimize processes and ensure timely reporting.
- Collaborate closely with the National Field Sales team, Trade Marketing Representatives, and Area Managers to support channel teams and cycle instructions.
- Maintain ongoing communication with Field and Channel teams to resolve customer issues and uncover business opportunities.
- Utilize strong relationship-building and conflict resolution skills to enhance the overall customer experience.
- Take ownership of personal development by monitoring progress against targets and completing performance reviews accurately and on time.
- Actively contribute to a high-performance team environment and help achieve team goals.
- Share knowledge and experience with colleagues to foster a collaborative workplace.
- Build multi-level commercial relationships that drive growth and customer retention.

Required Qualifications

- Minimum of 1 year of experience in a contact center environment.
- 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.
- Familiarity with Salesforce, SAP, CRM systems, and PureCloud is preferred.
- Skilled in managing script-led interactions.
- Excellent communication skills to build relationships and provide clear guidance.

Preferred Qualifications and Skills

- Advanced proficiency in English with a neutral accent and clear communication.
- Intermediate skills in Microsoft Excel.
- Ability to multitask effectively 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 with diverse customer personalities and dynamic situations.
- A tertiary qualification in Marketing or Business is desirable.

This role offers an excellent opportunity to develop your career in a dynamic environment while contributing to a customer-centric organization focused on growth and innovation.