Telesales and Cs/cx Lead

1 week ago

Jakarta, Indonesia Hacktiv8 Full time

South Jakarta, DKI Jakarta

Work Type: Full Time

**What You'll Do**:
- Ensure that the CS/CX team and Telesales team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels and touchpoints in the customer journey.-
- Enabling a two-way stream with customer facing teams through - collecting feedback from customer facing teams to derive meaningful insights for improvements and; guiding teams to ensure a customer-centric attitude while acquiring new customers or dealing with existing customers, especially guiding the marketing, branding and sales teams to align with the larger CS/CX and Telesales strategy. Making sure the strategy align to the larger market, and business goals and outcomes-
- Encourage problem-solving, strategic thinking and customer-orientation amongst the team-
- Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints, for all kind of customer interactions, transactions, and engagements - from purchase to product return to customer support-
- Create and implement an analytics strategy for best in class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/ channels-
- Approaching and persuading every lead from all marketing channels and presales channels in order to achieve target conversion-
- Updating conversation channels and the team with the latest update regarding the company’s programs and other essentials updates-
- Working on the reporting, data, and other administration that the team needed-
- Setting up schedules and running interviews as well as administering entrance test for applicants-
- Monitoring the tuition payment status off all accepted students to differentiate customers from Presales effort and Marketing effort**Role Requirements**:

- Bachelor’s degree in any major, preferably in communication, business management, or any related fields
- Good English proficiency in both writing and speaking
- 2+ years working experience in sales, cs/cx, telesales, headhunter industry, or other related fields
- Highly skilled in persuasive and consultative selling
- Strong communication and interpersonal skills
- Excellent research, analytical, and reporting skills
- Excellent understanding on product knowledge
- A team player and has growth mindset
- Self-motivated and driven to succeed
- Target and result oriented, also highly initiatives when it comes to problems solving that related to students and potential students
- Highly proficient with CRM, Sales tools, Google Workspace, and Microsoft Office

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