Community Associate
Regus
Total years of experience :14 years, 11 Months
6, 2015 - June 5, 2016
Deliver prepared sales talks, reading from scripts that describe products or services, in order to persuade potential customers to purchase products or services.
Contact businesses or private individuals by telephone in order to solicit sales for products and services.
Explain products or services and prices, and answer questions from customers.
Employment History
Obtain customer information such as name, address and payment method and enter into the system.
Record names, addresses, purchases and reactions of prospects contacted.
Obtain names and telephone numbers of potential customers from sources such as Yellow pages, magazine reply cards, business cards and by referral.
Adjust sales scripts to better target the needs and interests of specific individuals.
Answer telephone calls from potential customers who have been solicited through advertisements.
Maintain records of potential and existing customers.
Schedule appointments for sales representatives to meet the prospective customers or to follow up initial sales contacts.
Manages a team of 10-15 direct reports/agents.
Ensures achievement of targets and adherence to Service Level Agreement (SLAs) specified by the Client.
Establishes innovative systems and procedures for handling of data / reports and continuously improvises on them.
Ensures daily completion of logs as required by the process.
Ensures thorough knowledge of process related details.
Attends calibration session jointly with Quality and clients.
Required to take at least 40 hours on a monthly basis. Targets are set higher than agents.
Monitor calls on a daily basis.
Identifies process gaps and collaborates with the Client to formulate solutions.
Deal with escalation in a timely manner.
Sets targets for the team.
Measures performance of the team through performance appraisals and responsible for team motivation and retention.
Keeps track of leaves availed by team members & updates them with HR / leave policy whenever applicable.
Grooms and mentors the team members to handle more responsibility.
Prepares development plans for every team member with a suitable action-plan.
Regularly assesses training needs to fill gaps in performance.
Plans and imparts necessary process- related training to team members wherever necessary.
Works as a team with other leaders providing assistance and seeking support wherever required.
Conducts regular briefings for the team to discuss performance, Organizational policies and process updates.
Greet customers warmly and ascertain problem or reason for calling.
Handles purchase orders/warranty orders of spare parts for Fitness Equipment.
Encodes parts ordered via purchase, warranty or out of box into the system
In charge of checking whether a part is still under warranty or still qualified for out of box
Responds accordingly to customer inquiries and orders by phone or through email
Resolve customer complaints via phone or email.