Job Descriptions for SPi CRM | SPi Global Careers

Outbound Sales Specialist/Representative

• Acts as the representative of the client company, effectively facilitating the sale of client products and services, professionally handling objections, and masterfully converting features to benefits that would be appealing to a variety of customer profiles.  
• Professionally and appropriately helping customers make a decision to buy based on their lifestyle and paying capacity, while maintaining a high level of program and product knowledge and meeting service level agreements.

• Provides technical assistance and troubleshooting services to the customers of the client company.  
• Acts as the client representative in effectively executing technical processes and procedures to help resolve issues related to the client’s products or services including pricing and billing concerns.  Implements first time resolution in all interactions and adds value to the service in terms of technical advice, anticipating unspoken needs, exceeding expectations, and maintaining a high level of professionalism and courtesy.

• Acts as the client representative by effectively providing responses to customer inquiries pertinent to the services required. Informs the client about processes or executing procedures to help in resolving issues related to the client’s products or services, including membership activation, pricing, and billing concerns.  Implements first time resolution in all interactions and adds value to the service in terms of advice, anticipating unspoken needs, exceeding expectations, and maintaining a high level of professionalism and courtesy

• Ensures that the Agents under his/her supervision provide the highest level of service to the clients’ customers. Contributes to the achievement of quantitative goals by cascading down the line the targets and directions through coaching sessions and team meetings. Takes regular customer calls, as necessary, to meet service level agreements. Handles escalations from team members to resolve customer issues and concerns which are beyond the Agents’ authority to resolve. 
• Promotes a culture of performance and accountability within the team, fosters teamwork, and initiates an open and smooth flow of communication while instilling in team members the willingness to learn, develop their skills sets and competencies, and encourages them to move up the career ladder. 

• Ensures that the service level of the Operations Department are met through the effective preparation of call volume forecast, manpower staffing and scheduling, seating, and handling capacity. 
• Responsible for monitoring service level metrics and goals such as an Agent’s average handling time, attendance and schedule adherence, productivity, and billable outputs(revenue). In coordination with other departments, advises Operations on optimum schedules for pull-out, training, overtime, and vacation leaves based on intra-day performance of the client account.
• Submits reports related to all the information gathered from the activities mentioned above.

• Monitors and examines an Agent’s output and/or execution of prescribed processes through the periodic review, evaluation, and scoring of calls to ensure compliance to established call flow and process standards. 
• Regularly conducts calibration sessions with the operations department leadership and, when needed, with the client to ensure synchronization of evaluation methods and ratings with the established standards of the client company. Identifies non-compliance or potential errors, to prevent non-compliance to prescribed processes, and provides learning opportunities to Agents and notifies the team leader for appropriate coaching, training refresher, or up training interventions. 
• Facilitates programs and initiatives as directed to encourage learning of quality standards and disseminates updated information regarding quality measures and standards through discussions in organized gatherings and reviews

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