Job Overview
About this job
Q-Sourcing Limited trading as Q-Sourcing Servtec is a manpower management solutions firm operating in the East African Region in the countries of Uganda, Kenya, Tanzania, Rwanda, and South Sudan.
On behalf of our client in the renewable energy sector we are looking for competent, skilled, and experienced Sales and Service Centre Associate to work in Uganda.
Department: Sales
Position: Sales and Service Centre Associate
Reporting to: Senior Sales Team Lead with dotted lines to Engineering Team Lead
Reporting to the Senior Sales Team Lead with a dotted reporting line to the Engineering Team Lead, the Sales & Service Centre Associates will manage our Service Centres. The key role will be to offer exceptional customer service to all customers that come to the service canter, drive sales conversion, manage stocks, troubleshooting aftersales, and escalate all after sale issues reported by customers through the service centres. 50% of the role expectation is highly centered around sales with overall support for the shop operations and general management.
Responsibilities
Customer Service
• Maintaining a positive, empathetic, and professional attitude towards customers at all times.
• High-level knowledge of all The Company products with the ability to address all questions asked by customers
• Acknowledging and resolving customer complaints within stipulated SLAs.
• Communicating with customers through various channels and responding promptly to customer inquiries.
• Analyse trends to create solutions to ensure customer service needs, business goals, and objectives are met or exceeded.
• Ensure service centre operational standards are adhered to.
• Be the lead in monitoring and maintaining the required stock levels at the service centre by conducting regular stock takes and ensuring a majority of components needed by the team/customers are available at the service centres.
• Promote the The Company brand by ensuring the service centre is kept clean and tidy at all times noting the operation hours of the Sales and Service Centres are 9am to 5pm Monday to Friday and 8am to 12pm on Saturday.
• Assist in sales/after sales requests placed by various customers and team members.
• Follow up on customer issues to resolution by following the stipulated aftersales escalation process.
Aftersales
• Ensure all after sale issues are raised via a ticket and track records of customer interactions, comments, complaints, and after sale issues.
• Provide feedback to all customers in reference to their queries and after sale issues.
• Troubleshoot all after sale issues, resolve non-technical issues, and escalate to the after-sale product team any issue not resolved at the service centre level.
• Ensure all spare parts are available in the service centre and proper inventory management.
• Generate all reports in reference to service centre activities and stock level.
Sales
• Work closely with supervisor in developing and establishing clear sales KPIs (that is sales targets, lead generation and sales call logs to be achieved daily. The assigned sales targets and corresponding commission is as guided by our commission structure.
• Achieve lead generation targets and ensure constant follow-up on leads in order to convert them to sales
• Initiate selling tactics that will ensure leads are converted I.e. conducting demos, sourcing to market activities and customer referral programs.
Mandatory Qualifications/Experience required
• A Diploma or Degree in Business Administration (Sales and Marketing option), our customer service will be an added advantage.
• At least 2 years of proven experience in sales or customer service.
• Proven track record of successfully meeting sales targets.
• Outstanding interpersonal skills with the ability to interact freely with customers.
• Ability to think and properly plan the day-to-day work, proper inventory management, and tackle customer complaints.
• High EQ with the ability to work under pressure, and meet deadlines, and targets set.
• Passion for customer service, the industry, and current trends adaptable for The Company.
• Independent thinker with proactive decision-making capabilities.
• Comfortable with ambiguity and experience working in a dynamic environment.
• Be organized and be an expert in time management- both at personal and team levels
Job application procedure
All candidates who meet the criteria outlined above are encouraged to apply under the job vacancy “QSSU- SCU-SSCA-SALES AND SERVICE CENTRE ASSOCIATE”
https://qsourcingservtec.applytojob.com/apply/BqCaUSEsCq/QSSU-SCUSSCASALES-AND-SERVICE-CENTRE-ASSOCIATE
Note:
The deadline for applications is not later than 05:00 pm Wednesday 4th September, 2024
Only shortlisted applicants will be contacted.
More Information
- Address Kampala, Uganda, East Africa
- Salary Offer Not disclosed USD not-disclosed Month
