Agent - Sales Support.Sales and Distribution at MTN

JOB DESCRIPTION

Mission/Core purpose of the Job:

• The Sales Support role is vital in reinforcing the bridge between sales excellence and customer satisfaction. By providing robust support to the sales team, dealers, and customers, this role aims to streamline the sales process, foster efficient operations, and contribute to the achievement of sales and activation targets through active collaboration and service excellence. 

RESPONSIBILITIES
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