Customer Sales Representative

About the role

Systems Limited is looking for a Customer Sales Representative to join its Engagement Centre. You will help retailers through multi-channel interactions on products, campaigns and survey activities, delivering a consistent customer service experience across voice, chat and email.

Key responsibilities

• Deliver a strong, consistent customer service experience across voice, chat and email using best-practice customer service skills.
• Run diverse outbound campaigns with full end-to-end closure.
• Monitor, modify and validate web orders so that sales, distribution and inventory targets are met by cut-off times.
• Achieve the KPIs set out in the scorecard or other Engagement Centre metrics.
• Act as an escalation point for customer problems and liaise with other work groups to resolve them quickly.
• Handle customer enquiries, route them appropriately and log issues via Admin and IT while gathering feedback for improvement.
• Identify and implement process improvements and share knowledge with peers.
• Work with the National Field Sales team, Trade Marketing Representatives and Area Managers, and keep the Field and Channel teams informed on issues and opportunities.
• Build multi-level commercial relationships that drive growth and customer retention.
• Take ownership of your own development, including the annual review documents.

Required profile

• At least 1 year of contact centre experience.
• Inbound and outbound consumer service experience; FMCG sales experience preferred.
• Advanced English with a neutral accent and clear communication.
• Tertiary marketing or business qualification desirable.

Required skills

• Script-led interaction and issue resolution.
• Experience with Salesforce, SAP, CRM and PureCloud preferred.
• Intermediate Excel.
• Ability to handle several consumer inquiries at once across phone, email and chat, and basic product troubleshooting.