Migration Sales & Customer Service Specialist - #130290

EMSACEBU INC.


Date: 2 weeks ago
City: Cebu City, Central Visayas
Contract type: Full time

Position Objective:

This position has 2 main objectives:

  1. Contribute to growth in Migration sales and support the team to achieve targets through managing the Migration Customer pipeline from initial enquiry through to signing of agreement.
  2. Support Migration team through reporting on Migration KPIs


Primary Responsibilities:

  • Abide by EMSA company values and observe OMARA Code of Conduct
  • Manage initial queries, schedule Customer meetings and manage the pipeline for the Migration team as outlined on EMSA’s Intranet “La Casa de EMSA” for:
    • Individual Customers
    • Corporate Clients
  • Manage process timelines related to Migration Journeys and visa expiry deadlines to achieve the desired outcomes in a timely manner.
  • Managing EMSA systems accurately (including Salesforce & Migration Manager) including:
    • Initial enquiry notes
    • Ensuring Naming and Saving conventions are followed
    • Archiving files as needed from time to time
  • Be the first point of contact & evaluation for current Migration Customers covering what visa assistance is required and scheduling to Migration team
  • Participate in EMSA events as required through the year

Tasks and Duties:

  • Review, send, follow up and convert Customer agreements to paid Customers
  • Manage general Migration enquiries
  • Use reports from Salesforce to maintain data on Customers, leads and appointments, including visa expiries
  • Aim to ensure Customer agreements convert to professional fee in line with Migration team targets
  • Consult with Migration agents and provide recommendations with regard to cost and time-effective ways to accomplish the Customer’s goals (eg payment plans and urgent case management)
  • Manage Customer communications and provide clearly defined timelines
  • Communicate case status with Customers and outside organisations as requested
  • Ensure customer data in SF (Opportunities, Initial Profile, Client IDs, products etc) are updated before handing to migration agent & support upon sign-up

Key Performance Indicators

Performance metrics

  • Manage expectations of current Customers (filter & inform)
  • Achieve 4 signed Customer Service Agreements per week
  • Maintain a pipeline of at least 20 outstanding Customer Service Agreements
  • Book a minimum of 8 appointments per week

Clerical work & System and process

  • 100% adherence to EMSA systems and processes as outlined in La Casa de EMSA
  • Migration forecast and Migration reports updated weekly before the team meeting
  • Continue to monitor customer service process of staff in Php office (not limited to – use of Salesforce correspondence, approach during phone calls etc)

Client service

  • Maintain an NPS score of 70
  • Ensure all Customer queries are responded to within EMSA guidelines and Client Service Agreement (48 hours from receipt)

Teamwork

  • Commit and contribute to EMSA team meetings
  • Live EMSA Values by example


Education level & Experience required

  • Bachelor degree in business or law preferred
  • Sales / customer service experience

Skills and Experience required

  • Well developed Customer Service skills
  • Superior English communication skills both verbal and written
  • Strong Computer skills (Google suite and MS Office)
  • High listening and reading comprehension skills
  • Critical thinking skills in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Active learning skills in understanding the implications of new information for both current and future problem-solving and decision-making
  • Accurate & fast judgment and decision making
  • Superior planning and organisational skills
  • Detail-oriented and ensures data accuracy
  • High memory retention
  • Ability to focus
  • Time management
  • Can work under pressure
  • Assertiveness to drive outcomes and overcome resistance
  • Proactive approach to tasks
  • Ability to meet targets
  • Confident, friendly and positive
  • Team player

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