Join Our Team as a Sales and Service Associate

THE ROLE

We are looking for a part-time Sales and Service Associate to perform customer support and escalation management. We have an increasing number of customers who engage with us from various channels such as social media, chats, and email whom we want to understand better and engage back with, which we can convert into paying customers at the same time resolve issues reported in a timely manner.

The duties and responsibilities include, but are not limited to:

KEY RESULT AREA #1 – Client Support

Understand our customers better to drive improvements in our service. Listen to our customer’s issues on social media and reach out to them to resolve them privately.

1. Document, screen capture, and text capture all feedback
a. Save customer feedback images in ZoHo Desk ticketing system
b. Using Lightshot save the image to a folder
c. Share positive feedback in the internal chat
d. Compile commonly asked questions and responses. Improve and continuously update the Department’s Knowledge
Base by collecting all the frequently asked questions and responses

2. Document common questions and give feedback on how we can improve to serve our customers better. This includes:
a. Questions asked through chat, Facebook group, Facebook chat, emails, Customer Service issues logged through the
website, etc.
b. Record this on ZoHo Desk/ZoHo Sales
c. This will be achieved by:
i. Answering Zoho chatbot sales and support sales questions
ii. Being the 1st line of support and answering emails in the support and marketing email channels
iii. Answering Facebook /Instagram business chat channels
iv. Resolving Customer Service issues reported from various channels
v. Escalating to the proper department as necessary
vi. Following through on the resolution

3. Whilst we expect you to provide feedback to the department heads on how they can improve their service offerings, we also expect you to create process and business improvements in your offer (customer sales and service), IE how you interact with customers, recording all the frequently asked questions and responses, etc.

4. We will also be placing a heavy focus on automation and efficiencies to keep costs low within the business.

5. Host a one-hour company feedback session inside the company
a. Once per month host a 1-hour feedback session with the leaders of the various departments about our range of
products, services, and marketing
b. 1 hour is to be broken down into a 20-minute presentation and 40 minutes Q&A
c. The Presentation is to show the voice of the customer, which will discuss each of the following areas:

For each product & service (FTF Leads UK, FTF Leads USA, VA Academy, Paid Downloads and Courses)

1. Before signup
a. Most common questions
b. Why they like our service
c. Their current situation

2. Whilst using the service
a. Common Questions / Issues
b. What improvements do they want to see.
c. Strengths, Weaknesses, Opportunities, and Threats
d. For our website/marketing

3. How did our visitors find out about us.
a. Anything else

KEY RESULT AREA #2 Project Management

1. Collaborate with different departments/ business units for all any related projects and programs
2. Performance Metrics: Project Timelines, Milestones

THE REQUIRED COMPETENCIES
At least a college graduate with Business Management or any related course
At least 5 years of working experience
At least 3 years experience in customer service support role, client management, sales, telemarketing
SME experience is a plus

TECHNICAL KNOW-HOW
Client Management
Inbound Sales
Customer Service
Escalation process

SOFT SKILLS
Communication Skills; fluent in English (essential) – spoken and written
Strong communication and negotiation skills
Business Acumen
Customer Service Skills
Analytical and Problem-Solving Skills
Management and leadership skills
Teamwork/Interpersonal Skills
Research Skills – Business Intelligence, Competitor Analysis, Voice of the Customer, Market Research

TECHNOLOGY SKILLS
Google Suite
MS Office Applications
Communication Media – Slack, WhatsApp, Facebook Messenger, Skype, Zoom, Trello
CRM tools
Strong systems aptitude

OTHER SKILLS
Demonstrated ability to solve problems
Detail-oriented with the ability to learn rapidly and take advantage of new concepts
Has initiative, passion for excellence
Willingness to perform various functions
With high regard for Integrity, Excellence, Continuous Learning, Teamwork, and Creative Thinking/Innovation
Comfortable working in a fast-paced and digitally centric environment
Process compliance

THE REQUIRED TOOLS
Desktop/laptop
Computer specs:
Processor – i5 or higher
RAM – 8 GB or higher
A fast and stable internet connection (at least 30 MBPS) and with a back-up internet (eg pocket wifi)
Noise-canceling headphones
Web camera
Google Meet for video calls
Quiet and professional workstation

THE OFFER
Part-time
Opportunity to learn different facets of e-commerce operations
Career advancement opportunities
Salary: $3 per hour

How to Apply:
Click on the link below to apply
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