Job Purpose
The Sales Desk Coordinator - Operations is responsible for administrative support to the sales team ensuring customer satisfaction and retention.
Duties and Responsibilities
Ensures customer excellence
- Builds and maintains strong relationships with customer base.
- Lives the company’s values and service standards with regards to customer interaction.
- Adheres to business processes and systems to meet the company’s quality requirements
- Takes personal accountability for service excellence.
- Adheres to the companies work standards.
Information Security
- Understand their role within the organisation from an information security perspective and commit to protecting the organisation’s security information assets.
Finance
- Ensures Cost savings and efficiencies in area of accountability.
Self- development
- Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
- Prepare personal development plans in conjunction with Manager and implement in line with business requirements.
Teamwork
- Ensures teamwork to achieve shared goals.
Sales administration
• Acts as the front-line contact for customers via phone, email and web submission, and represents the company professionally in all interactions.
• Use product knowledge to understand customer’s needs to best address their questions.
• Proactively vet all customer leads received via sales email, telephone and website queries to ensure a full understanding of customer’s needs and creates leads on CRM.
• Convert leads in CRM following the prescribed procedure.
• Allocates leads to relevant consultant following prescribed procedure.
• Maintain good conversion rates of leads to deals meeting established SLA.
• Prepare and maintain multiple types of documents in CRM and in Sharepoint.
• Maintain stats and prepare related reports, including presenting stats in weekly meeting.
• Monitor inbox and incoming leads prioritising accordingly.
• Track and record activity on leads and follow up with consultants to maintain data integrity in CRM.
• Provide clerical support to sales team, coordinating sales team activities, scheduling customer appointments for consultants as per their CRM allocation.
• Proactively acknowledge and respond to customer emails and phone calls timeously.
• Handle adhoc requests for data from CRM.
• Accurate use of Systems and processes to drive sales initiatives and business development
• Adhere to sales policies and procedures and assist in developing SOPs when new systems are introduced
• Be accountable to for quality of work output and delivery of information to the business.
• Serve as back up to team members when they’re on leave, therefore cross-skilling within the team.
Requirements
- 2 to 5 years’ experience in sales and administration or similar role
- Previous payroll sales, processing or consulting experience
- Intermediate computer literacy – able to easily adapt to technology
- Able to prepare complex reports in Excel
- Able to work independently and proactively tackle duties
- Good understanding of general business acumen
- Able to multi-task and prioritise duties