Customer Service and Sales Support Specialist

Title: Customer Service and Sales Support Specialist

Employment Type: Full-time
Reports To: Sales Manager

Job Summary:
We are looking for a highly skilled Customer Service and Sales Support Specialist to manage customer interactions professionally and support outbound sales efforts effectively. This role requires handling complex customer service tasks—such as returns management, logistics coordination, and product recommendations—while also performing cold calls and emails to drive business growth. The ideal candidate must have exceptional communication skills, strong problem-solving abilities, and the capability to multitask in a fast-paced environment.

Key Responsibilities:
1.? ?Customer Service Duties (70%):
• Order and Return Management:
• Process customer orders, returns, and exchanges with precision.
• Create and manage return authorizations, ensuring products are returned correctly.
• Coordinate with shipping carriers like FedEx for pickup, tracking, and resolving delivery issues promptly.
• Verify returned items for compliance with company policies and update the inventory system.
• Product Assistance and Recommendations:
• Assist customers in selecting suitable products based on their needs, preferences, and past purchases.
• Quickly locate and provide product information using SKUs, including specifications, availability, and pricing.
• Stay updated on product catalog changes and new arrivals to offer accurate advice.
• Issue Resolution and Support:
• Address and resolve customer complaints efficiently, ensuring customer satisfaction.
• Follow up with customers after issue resolution to confirm their satisfaction.
• Escalate complex issues to supervisors when necessary, providing all relevant information for faster resolution.
• Documentation and Reporting:
• Maintain detailed and accurate records of customer interactions, orders, and returns in CRM and order management systems.
• Prepare weekly reports on customer service performance, including common issues, resolution times, and feedback trends.

2.? ?Sales Support Duties (30%):
• Cold Calling and Outreach:
• Make cold calls to potential clients, introducing products and services with a focus on benefits and solutions.
• Conduct follow-up calls to warm leads and schedule meetings for the sales team.
• Handle objections confidently and persuasively during calls.
• Cold Emailing:
• Write and send personalized cold emails targeting potential clients, highlighting key product benefits.
• A/B test email scripts to optimize open and response rates.
• Track and report email performance metrics, including open rates, click-through rates, and responses.
• Lead Management and Qualification:
• Research and identify potential leads using LinkedIn, industry databases, and other sources.
• Qualify leads based on budget, authority, need, and timeline (BANT) criteria.
• Maintain and update leads in the CRM, ensuring all contact details, notes, and follow-up actions are recorded.
• Sales Coordination:
• Assist the sales team by preparing quotes, handling product inquiries, and managing appointment schedules.
• Provide customers with information on promotions, pricing, and product availability.
• Collaborate with the marketing team to align outbound sales efforts with marketing campaigns.

Key Skills and Qualifications:
1.? ?Customer Service Skills:
• Communication:
• Excellent English skills, both verbal and written, with a professional and friendly tone.
• Ability to explain products and solutions clearly and concisely.
• Problem-Solving:
• Strong ability to think critically and resolve customer complaints efficiently.
• Capable of de-escalating tense situations with a calm and professional approach.
• Attention to Detail:
• High accuracy in processing orders, returns, and data entry.
• Thorough in verifying information before completing transactions.
• Time Management:
• Ability to handle multiple tasks efficiently without compromising quality.
• Prioritize tasks based on urgency and customer impact.
2.? ?Sales and Outreach Skills:
• Cold Calling:
• Confident and persuasive with experience making high-volume outbound calls.
• Skilled in active listening and handling objections.
• Cold Emailing:
• Ability to write clear, compelling, and personalized cold emails.
• Knowledge of email marketing best practices and tools.
• Lead Generation and Qualification:
• Proficient in using LinkedIn and other platforms for prospecting.
• Experienced in qualifying leads based on defined criteria.
• Sales Support:
• Familiarity with sales funnels and ability to support various stages effectively.
• Experience preparing quotes, proposals, and managing follow-ups.
3.? ?Technical Skills:
• CRM Proficiency- Zendesk
Platform- BigCommerce
• Experience using CRM systems like HubSpot, Salesforce, or Zoho to manage leads and customer interactions.
• Order and Inventory Management:
• Familiarity with platforms like Shopify, WooCommerce, or similar for processing orders and managing returns.
• Logistics Coordination:
• Knowledge of shipping processes, tracking systems, and handling carrier disputes.
• Product Knowledge:
• Ability to learn and retain detailed product information quickly.
• Experience using SKUs for product identification and management.
4.? ?Soft Skills:
• Proactivity:
• Takes initiative to follow up with leads, resolve issues, and suggest improvements.
• Team Collaboration:
• Works well with sales, marketing, and logistics teams to ensure seamless operations.
• Adaptability:
• Comfortable handling diverse tasks, from customer service to outbound sales.
• Empathy:
• Understands customer perspectives and provides service with a genuine interest in solving problems.
Education:
• Bachelor’s degree in Business, Marketing, Communications, or a related field is preferred but not required.
Experience:
• Minimum 2-3 years in a customer service and/or sales support role, preferably in eCommerce or retail.
Benefits:
• Competitive salary based on experience.
• Performance-based bonuses and incentives.
• Remote work flexibility.
• Ongoing training and development opportunities.

To apply, please submit your updated CV and self-introduction video (it's a MUST) to the form below:

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