Korek Telecom

Sales Support Manager

Job Overview


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.



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



Bachelor in Business, Computer Science or Information Technology.



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