PROJECT NAME: Verizon
POSITION TITLE: Customer Service Analyst
WORK SETUP: Return to Office
OVERALL PURPOSE:
Customer Service Analyst – Sales Coach
• A Sales coach will help identify skills and opportunities for growth to create a program tailored to unique focus areas to improve performance.
• Sales Coach should be able to use one-on-one sessions to target transferable skills.
RESPONSIBILITIES:
• A sales coach is a person who mentors, trains, and motivates people to improve their performance and achieve their goals.
• A sales coach is responsible for monitoring, onboarding, and setting goals for the teams assigned to them.
• A Sales Coach is also responsible in designing and preparing training courses and materials specific to sales motion.
• A sales coach should have a good understanding of sales techniques and the ability to establish a rapport with the team. Candidates are required to have excellent communication skills - written and verbal with absence of mother tongue influence.
• Provide resolution to the customer based on process knowledge and training provided, utilizing the company's internal CRM/mainframe systems and customer purchase orders
• Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions on the internal systems
• Create sales campaign and drive sales campaign based on project needs.
• Should have good command over Grammar and be able to probe well & comprehend
• Should possess willingness to help the customers by taking ownership
• Ability to present solution to the customer and add value on calls
• Should be able to summarize the conversation while providing the resolution
• Access the company's internal systems to obtain and extract accurate information and provide customer service management with the data for inclusion in various scheduled and special reports
• Maintain customer records by updating account information
• Ability to think out of the box. Ability to work in a dynamic and innovative environment by contributing towards ideation for the project.
OTHERS:
Project Shift Schedule: Rotation
Project Rest Day: Rotation
Project/Team Location: Cebu Filinvest Cyberzone Tower 1
SKILL AND QUALIFICATIONS:
• Sales Comms Coach profile
• At least 2 years BPO Sales Coach experience
• Undergrads with experience are allowed
• No course restriction
• Proficient in spoken English, Comprehension skills
• Ability to Multitask
• Analytical Skills, Problem Solving, Team Player