Client Support Representative

2 hours ago

Bonifacio Global Metro Manila, Philippines HGS Offshore Staffing Solutions Full time ₱480,000 - ₱600,000 per year

Job description

Role Overview:

The role involves fostering client loyalty and strengthening long-lasting relationships to increase revenue. Additionally, it is essential to empower clients to independently navigate and effectively use our website. By ensuring clients are proficient in using our online platform, you enable them to explore products, make purchases autonomously, and manage their accounts efficiently.

You will assist key clients with large and complex orders by collaborating with internal teams to drive sales and increase revenue.

Key Responsibilities:

Collaborate with internal teams to resolve customer concerns promptly and ensure a great B2B experience

● Proactively seek customer feedback to continuously improve products, services, and overall customer experience.

● Understand sales metrics across revenue growth, conversion rate, retention rate, AOV and other key data points and use these to make account management decisions to improve revenue

● Ensure accurate and up-to-date documentation of customer interactions and account details in the CRM system and maintain accurate sales data using Salesforce, ensuring timely updates and accurate forecasting of revenue

● Regularly assess and report on customer health, identifying areas for improvement and implementing corrective actions

● Demonstrate strong negotiation skills and business acumen in pursuing upsell and cross-sell opportunities for strategic sales and understand the benefit of empowering our customer base to transact online

● Manage conflict resolution, client expectations, and the client relationship across the full sales cycle

Product and Market Knowledge:

● Stay informed about industry trends, competitors, and market changes to provide clients with a great online experience

Partnerships and Collaboration:

● Collaborate with the offshore team to develop winning quotes, generate invoices, check OOS and general sales administration for key clients

● Establish credibility and trust with internal and external stakeholders to deliver solutions that meet client goals and improve revenue

● Uphold the company's reputation for exceptional customer service and build lasting relationships that contribute to overall business success

Qualifications & Experience:

  • Excellent communication skills
  • Bachelor's degree in Business Administration, Sales or relevant field.

● Proven experience in sales as a Key Account Manager, Sales Account

Manager, Account Manager or relevant role, preferably within the

commercial furniture industry.

● Demonstrable ability to communicate, present and influence key

stakeholders and decision makers at all levels of an organization, including

executive and C-level.

● Experience with CRM software (e.g., Salesforce, etc.) and MS Office

(particularly MS Excel) and/or G-Suite.

● Familiar with sales performance metrics.

● Strong negotiation skills with a problem-solving attitude.

● An ability to address customer needs and challenges with effective

solutions.
- Excellent listening and presentation abilities.

● Strong verbal and written communication skills.

● A commitment to outstanding customer service and brand values.

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