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:
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
- 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 (Timings & Rotational / Fixed) – 24x7 Rotational
- Work Schedule (Working Days & Weekly Offs – Rotational / Fixed) - Rotational
- Work Model (Work From Home / Work From Office / Hybrid) - Work from Office (Airoli)
Pay: Up to ₹700,000.00 per year
Benefits:
- Cell phone reimbursement
- Commuter assistance
- Flexible schedule
- Health insurance
- Internet reimbursement
- Leave encashment
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
