Inbound Sales Representative (WFH)
BEL USA LLC
Date: 2 days ago
City: Pasig City
Contract type: Full time
- THIS IS AN EVERGREEN OPENING FOR CONTACT CENTER REPRESENTATIVE POSITIONS IN OUR COMPANY*
Essential Job Functions
- Selling and Customer Support Activities
- Achievement of Sales goals and Contact Center metrics
- Contributes to team achievement of service metrics and all Contact Center goals
- Manages all calls in a professional, timely and appropriate manner. Answers incoming customer calls, e-mails, or chat requests for information and resolution of issues or sales inputs within the defined SLA
- Actively calls out to assigned customers to inquire about additional Sales opportunities
- Probes for add on/solution selling opportunities during customer engagement conversations
- Recognizes and routes proactive sales opportunities to management when applicable and/or enters opportunity details into the tools provided
- Follow up on product backorders and order management
- Configures components to identify or clarify basic to complex customer solutions
- Completes outbound calls to new/existing customer base and/or e-mail communications to new/existing or prospective customers on company initiatives such as: standard outcall campaigns, event recruitment, or vendor leads
- Advises and recommend on product options, add-ons and solutions best suited for customer and their end users
- Maintains and applies product/vendor knowledge applicable to fulfill customer requests and capitalize on add-on solution selling opportunities
- Maintain positive relationship with customers, and consultant, and ensure satisfaction with services, monitor and maintain service level expectations, and perpetuate a best-in-class reputation. Manages relationship with designated contacts (i.e. purchasing agents) in efforts to grow sales and maintain business partnership
- Provide price and availability information within defined guidelines
- Submits, tracks, and escalates quotes/orders from customers
- Resolves and/or routes credit related issues
- Effectively investigate/escalate and resolve customer complaints and issues
- Order Management and Customer Service Activities
- All transactions performed accurately and meeting departmental SLAs
- Enters orders into system pursuant to individual order characteristic requirements. Orders may be received via e-mail, chat, telephone, or other relevant sources/channels.
- Manages orders by auditing orders for completion and accuracy
- Processing claims, redo/replacement orders or issuing In-store credit
- Training
- Attends all required trainings and displays appropriate knowledge of materials
- Attends Contact Center training and achieve a passing mark in the assessments
- Completes and pass the self-paced trainings and monthly learning checks in timely manner
- Miscellaneous Activities
- Assists the Contact Center Team with administrative duties as assigned.
- Performs all other duties as designated by Management
- Performs ongoing maintenance of Customer Profiles for customer base (updating records in Admin Panel, FreshDesk and other tools)
- Formal education or training required such as degrees, courses of study, certification
- Associate's/Bachelor's Degree
- Minimum of (1) one-year previous sales/customer service experience, preferably in a related industry.
- Experienced contact center professional, effective telephone, chat, email techniques and customer care
- Personal computing or keyboarding/data entry
- Moderate knowledge of Excel required
- Excellent communication skills; written and verbal required
- Strong organizational skills also required
- Basic sales and negotiation skills required
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