Customer Support Services (CSS)
Handle daily customer inquiries via phone, email, and chat with professionalism and empathy.
Troubleshoot product issues and coordinate with internal teams (operations, logistics, technical) to ensure timely resolutions.
Maintain accurate and organized records of all customer interactions and cases.
Monitor customer satisfaction, gather feedback, and contribute ideas to improve customer experience.
Ensure post-sale customer engagement and retention through excellent support services.
Internal Sales Leadership
Lead internal sales activities, including upselling, cross-selling, and follow-ups on inbound leads.
Collaborate closely with the external sales team to align on strategies and communication.
Manage CRM updates, clean-up, and accuracy to support the sales funnel.
Generate sales reports, forecasts, and dashboards for management decision-making.
Support the
Sales Manager with data insights and improvement initiatives.
Lead the Team
Provide guidance, coaching, and support to a small internal team handling customer support and sales coordination.
Monitor team performance, set clear goals, and foster a culture of accountability and service excellence.
Conduct regular check-ins and performance reviews, identify training needs, and coordinate team development activities.
Promote collaboration across departments to ensure smooth workflows and issue resolution.
Act as the primary escalation point for both customer and internal team concerns.
Upselling and Staff Upskilling
Develop and implement internal initiatives to increase upselling and cross-selling effectiveness through coaching and performance tracking.
Analyze customer interaction data to identify untapped sales opportunities and share strategies with the team.
Design and deliver training programs to continuously improve the team's product knowledge, communication skills, and consultative selling techniques.
Partner with cross-functional teams (Sales, Product, and Marketing) to ensure consistent messaging and up-to-date knowledge sharing.
Create a growth-focused culture by empowering team members to build on their strengths and take ownership of development goals.
