As a Sales and Customer Service Manager, you will lead the sales and customer service teams. The ideal candidate will be responsible for achieving sales targets, managing the day-to-day operations of the call center, and ensuring excellent customer service. The Sales and Customer Service Manager will play a crucial role in developing and implementing strategies to maximize sales and enhance customer satisfaction.
Sales Leadership:
- Develop and implement effective sales strategies to achieve revenue and growth targets.
- Lead, motivate, and mentor the sales team to meet and exceed performance goals.
- Conduct regular sales meetings, performance reviews, and provide constructive feedback to enhance team productivity.
Call Center Operations:
- Oversee the daily operations of the call center, ensuring efficient and high-quality customer service.
- Monitor call metrics, analyze data, and implement improvements to enhance call center performance.
- Develop and maintain standard operating procedures (SOPs) for call center processes.
- Call listening and quality checks.
- Running tests about the product knowledge, KPIs…etc.
Team Management:
- Recruit, train, and onboard new team members.
- Foster a positive and collaborative team culture.
- Set clear performance expectations and provide ongoing coaching and support.
Customer Satisfaction:
- Implement strategies to improve customer satisfaction and loyalty.
- Address customer concerns and escalations promptly and effectively.
- Analyze customer feedback to identify areas for improvement in products or services.
Reporting and Analysis:
- Prepare regular reports on sales performance, call center metrics, and other relevant KPIs.
- Use data-driven insights to make informed decisions and drive continuous improvement.