Agent - Sales Support Sales and Distribution at MTN

RESPONSIBILITIES

Task Complexity:  

Sales Facilitation and Support:

• Assist in achieving and exceeding sales targets.
• Coordinate effectively with internal and external parties for the activation of sales.
• Handle customer transitions smoothly during upgrades and downgrades, maintaining high satisfaction levels.

Sales Process Efficiency:

• Collaborate with the order fulfilment team for timely and accurate processing and activation of orders.
• Address and troubleshoot a range of customer issues, including complex system-related queries, to enhance the sales experience.
• Support all sales-related functions, including order processing, documentation, and customer inquiries.

Administrative Excellence and Record-Keeping:

• Undertake administrative tasks with precision, ensuring order processing, ticket management, and system queries are accurately documented.
• Maintain comprehensive records of sales activities and metrics for performance analysis.
• Product and Process Mastery:
• Remain informed about product offerings, pricing, and promotions to support the sales team effectively.
• Provide actionable feedback for the refinement of sales processes and systems.

Proactive Customer and Sales Engagement:

• Manage and resolve inbound sales inquiries and customer queries promptly.
• Engage in outbound sales activities to nurture leads and facilitate sales conversions.

Cross-Functional Teamwork:

• Work cohesively with various internal teams to manage workload, including handling escalations and customer complaints to uphold customer loyalty.
• Contribute to the team's growth by sharing knowledge, creating training materials, and recommending process improvements.

Skills and Competencies:

• Exceptional communication and interpersonal skills to interact with a diverse clientele and internal teams.
• Strong organisational and administrative skills, with attention to detail and a commitment to accuracy.
• Analytical abilities to interpret sales data and offer insights for performance enhancement.
• Problem-solving mindset, capable of handling customer escalations and complaints with tact and efficiency.

Professional Attributes:

• A proactive, customer-centric approach, aiming to consistently improve the customer journey.
• Flexibility and adaptability to handle various tasks and adjust to evolving business needs.
• Team-oriented individual who values collaboration and can act as a liaison between different departments.
• Drive and motivation to take on additional responsibilities and support the sales team in a dynamic environment.

QUALIFICATIONS

Education: 

• Minimum of 1-year tertiary certification /diploma in relevant field  

Experience:

• Proven experience in a sales support, customer service, or similar role, preferably within the telecom industry.
• Familiarity with order fulfilment processes and the ability to work with CRM systems and FNO portals.
• Strong understanding of Agility (including managing leads and tickets)
• Good understanding and proven experience in Qcontact