Customer Sales Representative - inbound/outbound call centre (Global Business Services)
BAT
Lahore, PK
6d ago

ROLE POSITIONING AND OBJECTIVES

Reports to : National Sales Centre Manager

Geographic Scope : Flexible

WHAT YOU WILL BE ACCOUNTABLE FOR

  • Deliver a strong and consistent customer service experience and drive business / sales performance across all channels through the utilisation of selling skills
  • Provide industry and product knowledge to act as a business partner to retailers driving sustainability and growth.
  • Ensure all KPI measures outlined in the scorecard or other metrics that the Sales Centre publishes are achieved (QA, Conversion and adherence)
  • To drive trade activation activities and incentives and enhance sales at every opportunity
  • Follow the process for logging issues via Veo Admin and IT, gather feedback for improvements / enhancements
  • Develop and maintain mutually beneficial commercial relationships with external stakeholders and effective working relationship with internal stakeholders
  • Recognition / understanding of customer needs to determine the most effective approach to solving or redirecting customer queries as required
  • Work with all areas across the Sales Centre to manage clear communication for changes that affect different teams
  • Engage in proactive behaviour in communicating with the field and channel teams to discuss issues or opportunities with retailers
  • Systems & Tools : Salesforce (Database), VEO (Customer’s Ordering Platform), SAP ECC, Purecloud, Quality Assurance / Call Recording, Call Centre Metrics, Delivery Diary Tool (Order & Delivery Schedule, Routes, Credit Terms, TMR, AM, McGirvan Media IVR & Verifi
  • CAN THIS BE YOUR FUTURE ROLE?

  • Are you looking for an exciting opportunity in customer sales environment?
  • Are you looking for pioneering exposure and growth in setting the customer sales team in GBS Pakistan?
  • ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE

  • At least a Bachelor Degree in relevant field.
  • Minimum 6 months experience in a call centre environment
  • Experience with use of relevant call centre software programs such as Salesforce, SAP, applications
  • Effective communication and presentation skills
  • Selling and negotiation skills, objection handling and effective questioning
  • Proven accuracy and attention to detail
  • Relationship management (internal & external)
  • BENEFICIAL SKILLS

  • FMCG experience
  • Systems & Tools experience in Customer Relationship Management
  • Customer management skill within AU, NZ, USA & UK
  • WE ARE BAT

    At BAT we are committed to our Purpose of creating A Better Tomorrow. This is what drives our people and our passion for innovation.

    See what is possible for you at BAT.

  • Global Top Employer with 53,000 BAT people across more than 180 markets
  • Brands sold in over 200 markets, made in 44 factories in 42 countries
  • Newly established Tech Hubs building world-class capabilities for innovation in 4 strategic locations
  • Diversity leader in the Financial Times and International Women’s Day Best Practice winner
  • Seal Award winner one of 50 most sustainable companies
  • BELONGING, ACHIEVING, TOGETHER

    Collaboration, diversity and teamwork underpin everything we do here at BAT. We know that collaborating with colleagues from different backgrounds is what makes us stronger and best prepared to meet our business goals.

    Come bring your difference!

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