Contact Center Sales and Solutions Specialist

2 days ago

Makati City, National Capital Region, Philippines beBeeCustomerService Full time ₱90,000 - ₱1,155,000
Job Overview

We are seeking a highly skilled Contact Center Representative to join our team.

This is an exciting opportunity for a motivated and customer-focused individual to grow their career in a dynamic contact center environment.

Key Responsibilities
  • Sales and Customer Support:
    • Achieve sales targets and meet key performance indicators (KPIs).
    • Contribute to the team's achievement of service metrics and overall business goals.
    • Manage customer interactions in a professional, timely, and appropriate manner. Respond to customer inquiries, resolve issues, and provide sales inputs within defined service level agreements (SLAs).
    • Initiate proactive outreach to assigned customers to explore additional sales opportunities.
    • Pursue add-on/solution selling opportunities during customer engagement conversations.
    • Routinely identify and escalate sales prospects to management when applicable, and/or enter prospect information into designated tools.
    • Follow up on product backorders and order status updates.
    • Analyze customer needs and recommend suitable solutions, products, and services.
    • Maintain positive relationships with customers, partners, and ensure satisfaction with services, monitor and maintain service level expectations, and uphold a best-in-class reputation. Foster strong partnerships with designated contacts (i.e., purchasing agents) to drive sales growth and expand business relationships.
    • Provide accurate price and availability information within defined guidelines.
    • Process and track customer quotes/orders, escalating as necessary.
    • Resolve and/or route credit-related issues.
    • Effectively investigate/escalate and resolve customer complaints and concerns.
  • Order Management and Customer Service:
    • All transactions must be accurately processed and meet departmental SLAs.
    • Enter orders into the system according to individual order requirements. Orders may originate from various sources, including email, chat, telephone, or other relevant channels.
    • Monitor orders for completion and accuracy.
    • Process claims, reorder/replacement requests, or issue in-store credits.
  • Training and Development:
    • Attend mandatory training sessions and demonstrate knowledge of materials.
    • Complete Contact Center training and achieve satisfactory assessment results.
    • Engage in self-paced learning activities and monthly check-ins to enhance skills and knowledge.
  • Ongoing Activities:
    • Support the Contact Center Team with administrative tasks as delegated.
    • Perform all other duties as assigned by management.
    • Regularly update and maintain customer profiles for the customer base (update records in the Admin Panel, FreshDesk, and other relevant tools).

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