Client Services Specialist
Manila
Customer Service /
Full Time (Work From Home) /
Remote
About the Company:
Our client provides Height Safety Systems, Equipment and Consulting Services to the facilities management, construction, manufacturing, mining and public sectors. The role of Customer Service/ Internal Sales Specialist is diverse and requires an individual who is flexible, able to work under pressure, provide prompt responses to client enquiries and reports regularly to the Client Services Team Leader to generate strong sales from relationships with clients. This role is also required to generate sales to deliver the budget.
QUALIFICATION & EXPERIENCE: The Customer Service/ Internal Sales Specialist must have and maintain.
- Strong data entry and ongoing data base management
- Be able to enhance and maintain excellent relationships with staff and clients
- Estimates and reports produced in a professional manner as per company templates
- Demonstrates excellence in communication (verbal and written) with employees
- Demonstrates excellence in communication (verbal and written) with clients
- Regular reporting to the Client Services
- Accountability for time and efficiency
- Demonstrated ability to problem solve to meet organisational objectives
- Relevant Training Qualifications and or work based or industry experience.
LIASES WITH:
- Clients
- Finance and Administration team
- Sales Team
- Service Delivery team
- Servicing technicians
- Contractor
- Other parties as required
RESPONSIBILITIES: (Including but not limited to the following general statements describing the nature and level of work expected)
- Preparation of quote folders from data and requests provided including from new installations, inbound leads, clients and prospective clients
- Preparation of quotes for qualified opportunities
- Following up clients to secure their orders
- Receiving and processing of client orders
- Contacting customers via phone or email to answer queries and obtain missing information
- Directing feedback from customer to relevant departments
- Identifying new products to win work with
- Identify opportunities for improvements to existing processes and procedures
- Support the Client Solutions team
- Data mining to locate contact information for sites where we have records of installations
- Maintenance of the quotes register/CRM/other systems
- Provision of necessary paperwork to the Service Delivery Team for won jobs
- Respond to all enquiries a.) Clients/sales enquiry within 24 Hrs b.) Other enquiries within 48 Hrs
- Day to day reporting and documentation provision to the Client Services Team Leader as requested
- On occasions were work load is high or low in other roles it is expected that all employees of our business will collectively work together to minimise work loads of others
- Act in your role as directed by the Client Services Team Leader
- Adhere to all company WHS procedures and other relevant company policies
- Perform other such duties as required which are consistent with the employee’s skill and competence. These may include; pricing and quoting of works, data validation of pricing, providing input into the pricing model itself, feedback on processes and suggestions for improvement of processes to exceed client expectations, answering the phone.
KEY PERFORMANCE INDICATORS:
- Sales and Gross Profit budget delivery
- Quote volume, quote follow-up, and conversion rate
- Accuracy of data entered into company systems
- Demonstrated excellent communication and cooperation with fellow employees and contractors regarding ongoing works and company expectations.
- Client expectations achieved or exceeded
- Reporting to the Client Services Team Leader
- Effective written and oral communication with all relevant parties regarding daily business activities.
- Accountability for time, completion of priorities
- Continuous improvement of professional service and systems
- Honesty and integrity in the delivery of all aspect of the role
- Compliance to company policies and procedures
- Providing a safe workplace
KEY COMPETENCIES:
- Sales
- Functional/Technical Skills
- Building profitable and growing businesses
- Team work
- Customer Focused
- Adaptability
- Ethics and Values
Has the functional and technical knowledge and skills to exceed sales and profit targets.
Has the functional and technical knowledge and skills to do the job at a high level of accomplishment.
Always strives to deliver significantly strong revenue and profit growth of the business. Developing strategies to profitably grow new markets and customers.
Enjoys an environment in which people are involved, included and have a sense of ownership.
Is dedicated to meeting the expectations and requirements of internal and external customers; gets first hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes effective relationships with customers and gains their trust and respect.
Adjusts personally to high pressure, rapidly changing business conditions and uncertain business environments.
Adheres to an appropriate and effective set of core values and beliefs during both good and bad times; acts in line with those values; rewards the right values and disapproves of others; practices what they preach.
JOB PERFORMANCE INDICATORS
- Consistently achieves sales targets
- Produces accurate and complete sales reports on time every time
- Diligent follow up of all quotes and submissions
- Well organised and participates effectively in relevant areas
- Identifies and capitalises on market opportunities
- Demonstrates a sound understanding of market and displays customer service qualities commensurate with the position
