Field Support and Sales Officer

Responsibilities

• Obtain Distributor information via answering telephone calls, emails, WhatsApp messages, in-person enquiries and any other channels of communication.
• Process orders received into the Distribution Centre via all sources — telephone, email, walk-in, back-office web orders and any other channels.
• Handle all queries brought forward by Distributor s, couriers or other departments — ensure feedback is provided to the Distributor within one (1) hour of receipt, and full resolution within eight (8) hours.
• Prepare DSO (Distributor Standing Order) adjustments accurately; each adjustment to be signed off by the Field Support Leader / Field Support Supervisor.
• Provide Distributor s and their customers with product and service information, both written and verbal, in accordance with approved product literature.
• Inform Distributor s by explaining procedures, answering questions, and providing information — sourcing from the relevant department where required.
• Identify and escalate priority issues to the Field Support Centre Supervisor promptly.
• Upsell products to active Distributor s where appropriate, using approved product knowledge and recommendation tools.
• Answer all incoming telephone calls within three (3) rings, in a professional manner and using the approved telephone script.
• Maintain communication equipment by reporting problems promptly to IT.

Requirements

• Strong problem analysis and problem-solving ability.
• Customer relations and service orientation.

Qualifications

• Form Six / ACSEE or higher — essential.
• Previous customer-service experience — essential.
• Administrative experience — advantageous.
• Relevant tertiary qualification (Diploma in Business Administration, Customer Service, or related field) — advantageous.
• Good command of English, both verbal and written — essential.
• Relevant computer literacy essential — Excel, Word, etc

Skills