You will be responsible for converting leads into Virtual or Physical surveys and then into sales by assessing all move requirements. You will be targeted on converting leads into tangible business. Sales enquiries include web leads, email leads, lead generators and phone enquiries. Cooperate with sales and operational team members to ensure a smooth coordination of the leads.
1. Respond to consumer leads within a set time frame (<1 hour)
2. Contact customers and collect necessary information, evaluate and probe business opportunities and to use one of the companies preferred providers or technology applications to conduct surveys
3. Arrange follow up appointments within a set time
4. Establish and maintain a strong relationship with the customer
5. Use the preferred virtual survey tool to evaluate customers inventory
6. All virtual surveys are booked through our preferred technology partners on 100% of opportunities, a physical survey will only be organized through a 3rd party if deemed too complicated or high value
7. Ensure the data accuracy and timely update of sales lead progress in the companies CRM system
8. Determine the customers’ needs and have the responsibility to match these needs with the company’s service capabilities
9. Make follow up calls to customers on moves and feedback results
10. Ensure customer is reassured, understands the move process and custom formalities
11. Follow up frequently with the customer to meet service expectations
12. Look to upsell other services that the company offers
13. You will be expected to achieve a minimum conversion target from lead to opportunity
14. Attend to any duties and assume any responsibility as directed as and when required by management.
Requirements
Preferred qualification for this role:
• A self-starter, with sense of urgency in driving to reach goals
• Able to work in a fast-paced environment and meet tight deadlines
• An assertive person with good interpersonal skills, both written and on the phone
• A team player who will go the extra mile to secure business
• An excellent customer service attitude
• Possess customer service or tele-sales experience, ideally in the logistics/mobility industry
• You must be positive, flexible, willing to learn, and constantly push yourself to succeed • Demonstrated work ethic and consistent track record of over achievement including initiative to prospect calls.
• Ability to adapt, contribute and succeed in a rapidly changing, fast-paced early-stage company environment.
• Proficient in use of Microsoft Office applications
• Good English, both written and oral, additional language skills are a plus. Measurement Criteria & KPI’s
• Lead to Opportunity conversion ratio 52.5%
• Virtual Survey 100% of opportunities through our technology applications
• Leads in suspect <1 business day – Tuesday to Friday
• Leads in suspect <3 days – Monday • Leads past due date – Never
• Leads past expected move date – Never
• All calls to be logged through company CRM
• Not contacted leads must always have a future task assigned