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Job Description
- Manage timely communication with all generated leads with the objective to turn them in to potential and active clients.
- Interface with clients and CROs to handle both pre-sales and post-sales service functions.
- Provide outstanding customer service to improve customer satisfaction and relationship.
- Handle and resolve customer complaints/inquiries via phone calls or messages in a timely and accurate manner.
- Conduct outgoing phone calls and handle incoming phone calls related to: clients inquiries, clients’ analysis, completion of all required documents, communication of company’s and products’ terms and conditions.
- On spot answering clients on Social Media and Online chats.
- Provide ongoing feedback and reports with actual status and journey of generated leads.
- Conduct clients’ exit interviews surveys and reporting rationales
- Contact customers regarding payment delays to determine cause and possible corrective measures.
- Develop knowledge about each customer’s business model and requirements.
- Maintain competent understanding of company’s products, terms and conditions.
- Ensure CRM configurations and settings are setup to attain business goals and drive user-adoption
- Collaborate with CRM team on campaign strategies, CRM setup, and data-driven decisions
- Implement, and execute sales and service campaigns
- Monitor CRM usage by sales and service reps to ensure data integrity; work with CROs, Branch Managers and Department management to ensure proper protocols and SLAs are followed
Job Requirements
- Excellent Communication Skills