Korek Telecom

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Sales Support Manager

Job Overview

Summary

Sales Support Manager manages the daily operations of the sales support function. Oversees the resource allocation and workflow of all support activities.

 

Key Responsibilities

  • Provide through the sales support team a high level of service, by responding to all types of support tickets, coming from different sales and service channels, in timely and effective way.
  • Develop and mature proper escalation processes to ensure free flowing escalation and information within the organization.
  • Ensure proper documentation, notification, escalation, tracking, and follow up of all tickets.
  • Review pending orders and specific customers requests to ensure excellent customer service and customer experience.
  • Determine root cause of issues and communicate appropriately to internal and external customers.
  • Effective management of sales support functions, with specific emphasis on reducing manual processes and driving automation to improve employee’s efficiency.
  • Build, iterate on and standardize business processes, systems and metrics for scale in order to drive new business processes.
  • Participate in the analysis of daily, weekly and monthly activity reports and identify opportunities to optimize the teams performance and the level of operational efficiency in general.
  • Mentoring the team, providing training, and conducting performance evaluations.
  • Schedule employees working times and provide backup support.
  • Provide data and reporting of KPIs and trends to Management and others in ad-hoc, weekly, monthly and as needed.
  • Work to make sales operation the single source of service delivery and support channel for all Sales and service Channels.
  • Develop the unit to improve services and requests.
  • Ensure support of all the departments any time needed.
  • Ensure accurate and immediate responses to any request.
  • Perform other related duties as assigned.

 

Competencies

Experience with ERP and CRM systems.

  •  Proficiency with MS Office Suite, particularly MS Excel.
  •  In-depth understanding of sales principles and customer service practices.
  •  Excellent communication skills.
  •  Analytical and multitasking skills.
  •  Teamwork and motivational skills.

 

Work Experience

 

Education

Bachelor in Business, Computer Science or Information Technology.

 

Language

  • Arabic (preferred)
  • Kurdish (preferred)
  • English (required)