Sales and Customer Support Representative

1 day ago

Makati City, National Capital Region, Philippines R2 Group of Exclusive Brands Full time ₱250,000 - ₱500,000 per year

Job Title: Sales & Customer Support Representative

Department: Digital Marketing

Reports to: Marketing Head (for sales conversion and response rate performance)

Work setup: Shifting hours, including weekends and holidays (as required)

Job Overview

The Sales & Customer Support Representative is customer-facing role under the Digital Marketing team, responsible for responding to inquiries across all online channels and converting them into confirmed sales or appointments. This position plays a key role in improving response rate, customer engagement, and new customer acquisition. The main KPI is inquiry-to-sale or inquiry-to-booking conversion rate.

Key Responsibilities

Customer Engagement & Support

  • Respond promptly to customer inquiries received through social media, website chat, SMS, Viber, email, or hotline channels.
  • Provide accurate and helpful information regarding services, pricing, promos, branches, and product offerings.
  • Maintain a consistent, brand-aligned tone and customer-first approach in all communications.

Sales Conversion & Booking

  • Convert inbound inquiries into confirmed sales, bookings, and appointments.
  • Recommend packages, promos, add-ons, and upgrade (upsell/cross-sell).
  • Manage follow-ups for leads who have not completed booking or appointment.
  • Achieve weekly and monthly conversion targets set by the marketing team.

Lead & CRM Management

  • Encode and update customer records, follow-up status, and confirmed bookings in CRM or booking system.
  • Tag customer sources and funnel stage to support digital marketing performance tracking.
  • Coordinate booking details with relevant branches or operations team.

Issue Handling & Service Recovery

  • Assist customers with change, cancellations, or concerns related to bookings or purchases.
  • Escalate unresolved cases to the appropriate team when needed.

Collaboration with Marketing Team

  • Work closely with Digital Marketing to improve response time metrics, lead handling flows, and customer journey touchpoints.
  • Provide insights on FAQs, customer objections, and trending inquiries to support content and campaign planning.
  • Participate in feedback loops for improving lead quality and chat automation flows.

Key Performance Indicators (KPI)

  1. Inquiry-to-booking / Inquiry-to-sale Conversion Rate
  2. Response Rate & Average Response Time
  3. New Customer Acquisition Count per Month
  4. Customer Satisfaction Score / Feedback
  5. Accuracy & Completion for Booking Records in CRM

Qualifications

  • 1-3 years experience in customer service, telesales, live chat, retail sales, or call center roles.
  • Strong written and verbal communication skills in English and Filipino.
  • Sales-driven mindset with ability to persuade and close customer without being pushy.
  • Must be willing to work shifting schedules, including weekends and holidays.
  • Familiarity with social media messaging platforms, CRM tools, or booking systems is an advantage.
  • Experience in wellness, beauty, retail, F&B, or service-based businesses is a plus but not required.

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