Job Vacancies at Scales Technology Solutions Ltd

Job Objective/Purpose

Ensure delivery of superior customer experience at all points of the customers journey and lead innovation and creativity towards continuous service improvement, client engagement, and client satisfaction.

Key Responsibilities

• Team leader for the client experience coordinators across the team.
• Spearhead in the formulation of client experience systems and processes across the team.
• Lead the implementation of all systems and processes aimed at improving client experience including but not limited to monitoring the customer journey cycle, complaints and finding solutions.
• Daily management and improvement of the Clients journey and turnaround time.
• Oversee the call center performance and implement client follow up calls.
• Conduct customer care visits to our clients, obtain feedback, generate reports, and follow-up with responsible departments.
• Collaborating with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectives
• Conduct regular clients' satisfaction reports.
•  surveys - Analyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience
• Contribute to internal and external communications, this may include web content, social media, emails, printed advertisements, customer packs and more
• Oversee front desk and admission desk operations
• Act as the custodian of general grooming of all front-facing staff
• Coaching and development of new and existing staff, transforming communications and the way they work.
• Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization.
• Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations.
• Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders.
• Any other duty as assigned by the supervisor in line with the job description.

Qualification and Experience Requirements

• A minimum of a Bachelor’s degree in business administration, marketing, business management, communications, or a related field is beneficial but not required.
• Minimum of 3 years’ experience in management within Business or Operations function with a customer facing bias.
• Certifications in customer experience management, such as Certified Customer Experience Professional (CCXP), are advantageous to show a commitment to the field and continuous learning
• Proficiency in using customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software
• Experience leading change and inspiring teams with an exciting future vision.
• Confident, organized and with excellent communication.
• Critical thinking, analytical and problem-solving skills.
• Excellent interpersonal and a team player.
• Ethical, empathetic and customer focused.

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Role Overview

As a Sales Intern, you will be at the forefront of our efforts to introduce and promote our new product to the market. Your primary focus will be driving sales, building customer relationships, and ensuring that our product gains traction in the market. This role requires someone with excellent communication skills, a knack for persuasion, and a proven ability to work with new products.

Key Responsibilities

• Product Promotion: Actively promote our new product to potential customers through various sales channels, including cold calling, emails, social media, and face-to-face meetings.
• Sales Strategy: Work closely with the sales team to develop and implement sales strategies tailored to the new product. Identify target markets and potential customers.
• Customer Engagement: Build and maintain strong relationships with customers. Understand their needs, answer inquiries, provide product information, and demonstrate how our product meets their needs.
• Lead Generation: Identify and pursue new sales leads. Qualify prospects and follow up on sales opportunities to close deals.
• Sales Presentations: Create and deliver compelling sales presentations that highlight the features and benefits of our product. Tailor presentations to the specific needs of each potential customer.
• Market Feedback: Gather and report feedback from customers and the market to help refine the product and improve sales strategies.
• Sales Reporting: Track and report on sales activities, progress towards sales targets, and any challenges encountered. Provide regular updates to the sales team and management.
• Collaboration: Work closely with marketing,  and customer service teams to ensure a cohesive approach to product promotion and customer satisfaction.

Requirements

• Skills: Excellent communication, negotiation, and presentation skills. Ability to understand customer needs and translate them into sales opportunities.
• Self-Motivation: Highly driven and self-motivated, with the ability to work independently and as part of a team. Comfortable working in a fast-paced, dynamic environment.
• Adaptability: Ability to quickly learn about new products and adapt sales techniques accordingly. Eagerness to take on challenges and work with a product that is still gaining market presence.
• Education: recently completed a Bachelor’s degree in Business, Marketing, Sales, or a related field.