● Job Description - SME 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: 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 crossfunctionally 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 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. Additional information Process Type – Chat/Messaging Shift Details – 24x7 Rotational Work Schedule - Rotational 5 days Work Model - Work from Office (Airoli)
Pay: ₹50,000.00 - ₹55,000.00 per month
Work Location: In person
