A consultancy firm is seeking a customer-focused Customer Service Officer & Sales Officer to join our team. This role is ideal for an individual who can provide outstanding customer experiences while driving business growth through effective sales and relationship management.
Job Purpose
The Customer Service & Sales Officer is responsible for delivering exceptional customer service while driving sales growth by identifying customer needs, promoting the company’s products and services, converting enquiries into sales, and maintaining strong customer relationships. The role serves as the first point of contact for customers and plays a vital role in enhancing customer satisfaction, increasing revenue, and strengthening the company’s brand reputation.
Key Responsibilities
a. Customer Service
- Welcome customers professionally and provide accurate information on the company’s products and services.
- Respond promptly to customer enquiries through walk-ins, telephone, email, social media, and other communication channels.
- Handle customer complaints professionally and ensure timely resolution.
- Maintain strong customer relationships through excellent service delivery and regular follow-up.
- Record and update customer interactions in the company’s CRM or customer database.
- Monitor customer satisfaction and recommend service improvement initiatives.
- Ensure all customer requests are handled within the company’s service standards.
b. Sales and Business Development
- Promote and sell the company’s products and services to prospective and existing customers.
- Generate new business opportunities through prospecting, networking, referrals, and follow-ups.
- Convert enquiries into sales and consistently achieve assigned sales targets.
- Prepare quotations, proposals, and sales documentation.
- Follow up on quotations to maximize conversion rates.
- Maintain an updated sales pipeline and provide regular sales reports.
- Identify cross-selling and upselling opportunities.
- Participate in marketing campaigns, exhibitions, product demonstrations, and promotional events.
c. Administrative Responsibilities
- Maintain accurate customer and sales records.
- Prepare daily, weekly, and monthly sales and customer service reports.
- Coordinate with internal departments to ensure timely delivery of products and services.
- Support the implementation of customer retention initiatives.
- Perform any other duties assigned by Management.
Qualifications
- Bachelor’s Degree in Marketing, Business Administration, Sales, Customer Service, Communications, or a related field.
- Minimum of 2 years’ experience in customer service role.
- Excellent customer service and relationship management skills.
- Strong sales, negotiation, and persuasion abilities.
- Excellent verbal and written communication skills.
- Good presentation and interpersonal skills.
- Strong problem-solving and conflict-resolution skills.
- Ability to meet sales targets and deadlines.
- Good knowledge of Microsoft Office Suite.
- Experience using CRM systems is an added advantage.