Lead - Sales & Tech

2 weeks ago

Mandaluyong City, National Capital Region, Philippines Sutherland Full time ₱80,000 - ₱120,000 per year

Company Description

At Sutherland, we are committed to creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals and we are looking to add a Sales & Tech Lead/SME who will assist the Team Manager to lead, develop and motivate a high-performance team of support professionals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you

Job Description

As a Sales and Tech Lead, you will set the path to success by managing performance and service quality to guarantee customer satisfaction and meet revenue.

Leads in this role get to:

Empower the Work:

Provide Sales and Support to team members through:

  • Updating the team on a need-to-know basis with the most up-to-date product and process information.
  • Identify and escalate cases requiring engagement levels within the next level of support.
  • Review and assess cases. i.e., NPS/RCR/Refund Scrubs and other relevant cases.
  • Provide awareness to Team Managers for any employee knowledge gap opportunities for coaching.

Provide Subject Matter Expertise through:

  • Queue and Aux Monitoring: Provide immediate assistance to shorten handling time/omit unnecessary offline activities.
  • Provide real-time support on Slack, Teams or On-Site for all consultants (i.e., Refunds/Transfer Approval/Discount/Review Account via Skip Access, if applicable and other related cases)
  • Respond to advanced inquiries of a technical nature through cases management.

Impact the bottom line: Will review daily operations report to:

  • Identify, investigate, and research opportunities based on the report.
  • Participate in activities designed to improve Customer Satisfaction and Business Performance
  • Review Open Cases and Sales Leads/Opportunities
  • Review the state of high priority cases.

Strengthen relationships: To interact and communicate effectively cross-functionally and within various levels of the organization.

Take the lead: Willing to take it upon themselves to

1) Handle escalated calls or chats

2) Conduct Tech Sales Sessions

3) Lead Pre/Post Shift Huddles in case Team Manager is not available.

Qualifications

Our most successful candidate must have:

  • Technical sales experience required .
  • Technical Customer Service with Sales / Up-selling experience required
  • Good English-Speaking Skills, B2 or above level
  • Sales Minded: Able to promote sales strategies to achieve business goals while providing technical support assistance.
  • Must be coachable and open-minded.
  • Ability to promote fun and energetic culture.
  • A proactive attitude towards developing trust and professional rapport with team members; the ability to be a team player.
  • Strong customer-orientation when managing communications and issues.
  • The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.

INTERNAL APPLICANTS

  • No active disciplinary actions or PIP
  • Extensive knowledge of policies and processes
  • Exceptional attendance record
  • Meet or exceed 6-month scorecard "PDP."
  • Meeting or exceeding LOB's critical metrics: NRPC & NPS
  • Achieved Exceeds Most or Clearly Exceeds FY25 PDP rating.
  • Completed
  • Hosting Level 1 & Level 2
  • Productivity Level 1 & Level 2

Additional Information

All your information will be kept confidential according to EEO guidelines.

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