About Role

Reporting to the Regional Sales Manager with a dotted reporting line to the Operation Associate, the Sales & Service Center Supervisor will manage the Service Center. The key role will be to offer exceptional customer service to all customers that come to the service Center, drive sales conversion, manage stocks, troubleshooting aftersales, and escalate all aftersale issues reported by customers through the service centers. 50% of the role expectation is highly centered around sales with overall support for the service center operations and general management.

Key Responsibilities:

1. Customer Service

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• High-level knowledge of all company products with the ability to address all questions asked by customers.
• Acknowledging and resolving customer complaints within stipulated service level agreements.
• Communicating with customers through various channels and responding promptly to customer inquiries.
• Analyze trends to create solutions to ensure customer service needs, business goals, and objectives are met or exceeded.
• Ensure service center operational standards are adhered to.
• Be the lead in monitoring and maintaining the required stock levels at the service center by conducting regular stock takes and ensuring a majority of components needed by the team/customers are available at the service centers.
• Promote the company brand by ensuring the service center is kept clean and tidy at all times noting the operation hours of the Sales and Service Centers are 9 am to 5 pm Monday to Friday and 8 am to 12 pm on Saturday.
• Assist in sales/after-sales requests placed by various customers and team members.
• Follow up on customer issues to resolution by following the stipulated aftersales escalation process.

2. Aftersales

• Ensure all Aftersales issues are raised via a ticket and track records of customer interactions, comments, complaints, and After Sales issues.
• Provide feedback to all customers in reference to their queries and after-sales issues.
• Troubleshoot all aftersales issues, resolve non-technical issues, and escalate to the aftersales product team any issue not resolved at the service center level.
• Ensure all spare parts are available in the service center and proper inventory management.
• Generate all reports in reference to service center activities and stock levels.

3. Sales

• Work closely with the supervisor in developing and establishing clear sales KPIs (that is sales targets, lead generation, and sales call logs to be achieved daily. The assigned sales targets and corresponding commission is as guided by our commission structure.
• Achieve lead generation targets and ensure constant follow-up on leads in order to convert them to sales.
• Initiate selling tactics that will ensure leads are converted i.e. conducting demos, sourcing to market activities, and customer referral programs.
• Additional responsibilities as assigned from time to time.

4. Qualifications

• A Diploma or Degree in Business Administration or related / relevant field.
• At least 2 years of proven experience in sales or customer service.
• Proven track record of successfully meeting sales targets.
• Outstanding interpersonal skills with the ability to interact professionally with customers.
• Ability to think and properly plan the day-to-day work, proper inventory management and tackle customer complaints.
• Passion for customer service, the industry and current trends adaptable for the company.
• Independent thinker with proactive decision-making capabilities.
• Comfortable with ambiguity and experience working in a dynamic environment.
• Be organized and an expert in time management both at personal and team levels.

Other considerations :

• The roles has a number of staff benefits such as medical and other benefits
• Ability to fluently speak local languages commonly used in the designated workstations is an added advantage

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• High-level knowledge of all company products with the ability to address all questions asked by customers.
• Acknowledging and resolving customer complaints within stipulated service level agreements.
• Communicating with customers through various channels and responding promptly to customer inquiries.
• Analyze trends to create solutions to ensure customer service needs, business goals, and objectives are met or exceeded.
• Ensure service center operational standards are adhered to.
• Be the lead in monitoring and maintaining the required stock levels at the service center by conducting regular stock takes and ensuring a majority of components needed by the team/customers are available at the service centers.
• Promote the company brand by ensuring the service center is kept clean and tidy at all times noting the operation hours of the Sales and Service Centers are 9 am to 5 pm Monday to Friday and 8 am to 12 pm on Saturday.
• Assist in sales/after-sales requests placed by various customers and team members.
• Follow up on customer issues to resolution by following the stipulated aftersales escalation process.
• Ensure all Aftersales issues are raised via a ticket and track records of customer interactions, comments, complaints, and After Sales issues.
• Provide feedback to all customers in reference to their queries and after-sales issues.
• Troubleshoot all aftersales issues, resolve non-technical issues, and escalate to the aftersales product team any issue not resolved at the service center level.
• Ensure all spare parts are available in the service center and proper inventory management.
• Generate all reports in reference to service center activities and stock levels.
• Work closely with the supervisor in developing and establishing clear sales KPIs (that is sales targets, lead generation, and sales call logs to be achieved daily. The assigned sales targets and corresponding commission is as guided by our commission structure.
• Achieve lead generation targets and ensure constant follow-up on leads in order to convert them to sales.
• Initiate selling tactics that will ensure leads are converted i.e. conducting demos, sourcing to market activities, and customer referral programs.
• Additional responsibilities as assigned from time to time.

• High-level knowledge of all company products
• Customer service skills
• Sales skills
• Inventory management
• Troubleshooting
• Interpersonal skills
• Planning and organization
• Time management
• Decision-making

• Diploma or Degree in Business Administration or related / relevant field.
• At least 2 years of proven experience in sales or customer service.
• Proven track record of successfully meeting sales targets.
• Outstanding interpersonal skills with the ability to interact professionally with customers.
• Ability to think and properly plan the day-to-day work, proper inventory management and tackle customer complaints.
• Passion for customer service, the industry and current trends adaptable for the company.
• Independent thinker with proactive decision-making capabilities.
• Comfortable with ambiguity and experience working in a dynamic environment.
• Be organized and an expert in time management both at personal and team levels.