Job Openings at SunCulture

Reporting to: Operations Manager

About the Role

Reporting to the Operations Manager, the Service Center Associate will manage our Kilifi Service Center.  They will also be required to troubleshoot and escalate various customers’ complaints across a number of communication channels. To perform well in this role you need to have experience in working with computers with a big appetite to learn.

Responsibilities

1. Maintaining a positive, empathetic, and professional attitude toward customers at all times.
2. Ensure customer satisfaction and provide professional customer support.
3. Keeping records of customer interactions, comments, and complaints.
4. Providing feedback on the efficiency of the customer service process.
5. Knowing our products inside and out so that you can answer questions.
6. Acknowledging and resolving customer complaints within stipulated SLAs.
7. Communicating with customers through various channels.
8. Responding promptly to customer inquiries.
9. Monitor and report on weekly service center performance by analyzing daily customer activity.
10. Analyze trends to create solutions to ensure customer service needs, business goals, and objectives are met or Exceeded.
11. Ensure service center operational standards are adhered to
12. Be the lead in monitoring and maintaining the required stock levels at the service center by conducting regular stock takes and checks.
13. Ensuring the service center is clean and presentable to new and existing customers as maintaining the organization’s reputation is key.
14. Assist in sales/after sales requests placed by various customers.
15. Lead by providing training and development to struggling customers.
16. Follow up on customer issues to resolution by following the stipulated aftersales escalation process.

Does this sound like you?

1. Proven experience in a sales or marketing role
2. Proven track record of successfully meeting sales quota 
3. Strong leadership abilities and outstanding interpersonal skills.
4. Ability to think and plan strategically, plan, manage and act to achieve set outcomes
5. Ability to work under deadline pressure and meet targets.
6. Passion for irrigation and in-depth knowledge of the industry and current trends adaptable for SunCulture 
7. Independent thinker with proactive decision-making capabilities 
8. Comfortable with ambiguity and experience working in a dynamic environment
9. Have the ability to handle pressure, keep a cool-temper, and handle rejection gracefully. 
10. Be organized and be an expert in time management- both at personal and team levels 
11. A diploma or degree is an added advantage.

Want to join the team?

Please submit your application through this portal by Wednesday, June 30, 2021.

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Reporting to: Telesales Team Lead

About the Role

Reporting to the Telesales Team Lead, the Telesales Agent will provide expert advice and information to our potential customers regarding a variety of products offered by SunCulture. S/he will play a key role in increasing our profitability and sales revenue through excellence in customer service and an informed, consultative approach to selling and client conversion. S/he will also be troubleshooting and escalating complaints across a number of communication channels. The person should have excellent communication and interpersonal skills. Computer knowledge and usage are also a must-have for this role. 

Responsibilities

• Ability to meet end to end product sales targets set by SunCulture that will be coupled by achieving a high conversion rate.
• Contact potential or existing customers, businesses, or groups to inform them about SunCulture products using scripts.
• Explain technical product features and answer customer questions about SunCulture products.
• Lead generate and create a robust pipeline of customer accounts of potential clientele for SunCulture
• Be versatile in making extensive outbound calls that meet the organizations KPIs
• Adjust sales scripts to better target the needs and interests of specific individuals.
• Help the department to develop content for sales presentations or other materials.
• Respond to correspondence from customers on both mail and phone and follow up initial sales contacts.
• Have the ability to go above and beyond to cover over talk time daily hour delivery set by SunCulture.
• Conduct client or market surveys to obtain information about potential customers to be able to measure customer experience and NPS.

Does this sound like you?

• Proven experience as a telesales representative or other sales role
• Proven track record of successfully meeting sales quota preferably over the phone
• Good knowledge of relevant computer programs (e.g. CRM software) and telephone systems
• Ability to learn about products and services and describe/explain them to prospects
• Hands-on, detail-oriented, and with strong execution skills
• Excellent Communication Skills with the ability to resolve issues and address complaints
• Passion for irrigation and in-depth knowledge of the industry and current trends adaptable for SunCulture 
• Independent thinker with proactive decision-making capabilities 
• Comfortable with ambiguity and experience working in a dynamic environment
• Have the ability to handle pressure, keep cool-temper, and handle rejection gracefully. 
• Be organized and be an expert in time management and meet deadlines.  
• A diploma or degree in Sales or any other related field is an added advantage