Technical Sales Support – Group Leader

Roles and Responsibilities

• Own recruiting, objectives setting, training and performance monitoring of the technical sales support team
• Build and promote strong, long-lasting customer relationships by partnering with them and understanding their sales and sales support needs
• Monitor performance and achieve targets of quality and quantity for inbound - chat, email and calls
• Monitor performance and achieve targets of quality and quantity for outbound- emails and calls
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Handle customer escalations and effectively manage customer grievance by coordinating with other teams in the organisation
• Implement a strategic business plan that expands company’s customer base and ensure it’s strong presence by cross selling services and products
• Monitor and analyze performance metrics and suggest improvements for the entire group
• Liaise with Marketing Team to ensure brand consistency for any direct or indirect customer facing events
• Monitor and analyze performance metrics and suggest improvements for the entire group
• Clearly communicate the progress of monthly/quarterly initiatives & reports to internal and external stakeholders