Purpose of Role:

Starlink looking for highly Qualified & experienced leader to perform unremarkable service delivery of Customer Care

Context:

Working closely with all stake holders in terms of customer service, enhancing customer experience with utmost quick support from after sales support across all communication channels

Accountability & Responsibilities of Role:

• Lead all sales support functions like Customer Care, Repair Center, Order management, MIS and Inventory management
• Monitoring SLAs across all sales support functions
• Create and monitor processes across all sales channels
• Monitor end to end activities across all sales channels and highlight changes / enhancements when and where required
• Monitor sales figures and alert respective channels regarding expected shortfall in the targets
• Meets with other departments to make sure that sales and sales support functions are working correctly
• Provides any necessary data or reports to the sales team
• Deals with any customer complaints and resolves the issue as necessary
• Supporting management with the actual sales numbers and forecasts in order to prepare targets and budgets

KEY PERFORMANCE INDICATORS

• Performance: will be measured based on Monthly Balance Score Card (BSC)
• Meet Management expectations in terms of project delivery

Network

• Strong leadership skills to lead the team and maintain good relationship with the customers

Decision making authority

• Should be able to analyse day-to-day performance and propose necessary changes/actions to be made by Management to mitigate the poor service delivery and incur bad customer experience.

Business impact of role

• Managing all sales support functions

Technical & non technical

• Solid understanding of customer journey across all sales channels
• Strong customer service competency
• Technical support capabilities and problem-solving competency
• Impressive presentation and negotiation skills
• Proven strategic aptitude and ability
• Hands-on approach, with a “Can-do” attitude

Other Skills

• Capable to work with multi culture/nationalities
• Maintain punctuality and professionalism
• Creative, innovative mindset and leadership personality

Position Requirement:

• Excellent verbal and written communications skills
• Strong listening, presentation, and decision-making skills
• Must has experience in Sales support activities in telecom or relevant field
• Minimum 7 years of relevant experience
• Strong customer service competencies

HR Requirements: (internal and external)

• Capable to work with multi culture/nationalities
• Maintain punctuality and professionalism
• Multilingual preferred