Customer Support Executive

Principle Purpose of Role:  To support the Field Sales Team by providing superior customer support, generating sales leads and secure new business through outbound phone calls and dealing effectively with inbound customer enquiries. You will be engaging with potential customers, understanding their needs, and effectively promoting products or services to meet those needs. This role requires excellent communication skills, a persuasive demeanour, and the ability to build rapport with customers over the phone.

Role Accountabilities:

Sales & GP Targets: Meet or exceed weekly and monthly sales targets.

Outbound Calls: Initiate and make outbound calls to potential customers from provided leads or generated lists.

Customer Service & Issue Resolution: To provide excellent customer support, dealing with multiple inbound enquiries and questions, resolving client issues across the team.

Product Service/Knowledge: Develop a deep understanding of the products or services offered by the company to effectively communicate their features and benefits.

Lead Qualification: Qualify leads by assessing customer needs, budget constraints, and decision-making processes and booking appointments for the field sales reps to attend.

Sales Pitches: Deliver compelling and persuasive sales pitches to potential customers, highlighting the value proposition of the products or services.

Objection Handling: Address customer objections and concerns, providing accurate and detailed information to alleviate doubts and encourage sales.

Customer Relationship Building: Build and maintain positive relationships with customers through effective communication and follow-up.

CRM Management: Update and maintain customer information, interactions, and sales activities in the Customer Relationship Management (CRM) system.

Collaboration:

• Work closely with the sales, marketing, customer services and other relevant departments to optimise sales strategies and achieve organisational goals.
• Assisting with the fulfilment of projects during peak times

Skills and Competencies:

• Excellent verbal communication skills with a clear and articulate telephone manner.
• Strong negotiation and/or persuasion skills to overcome objections and close deals.
• Resilience to handle objection and rejection and persist in the face of challenges.
• Work independently.
• Effective time management skills to prioritise tasks and meet deadlines and targets.
• Proficiency in using CRM software and other relevant tools.
• Collaborative mindset and ability to work effectively as part of a team.
• A results-driven attitude with a focus on achieving and exceeding targets and client satisfaction goals.
• Ability to adapt to changes in products and sales strategies.
• Flexibility in dealing with a variety of clients and situations.

Key Performance Indicators:

1. Number of outbound calls:  The number of dials made each week to existing clients
2. Number of contacts reached: The number of decision makers reached and a conversation held 
3. Number of enquiries discovered: The number of opportunities to quote on uncovered and discussed by the client 
4. Number of appointments booked: The number of qualified appointments booked for the Field Sales rep 
5. Sales and GP Target: Monthly sales and GP targets which are allocated to each team 

Package:

• Basic salary of £25,000 plus GP commission giving OTE of £35,000
• 23 days holiday plus Bank Holidays
• Free Friday lunch
• Inclusion in Staff Bonus scheme