Clean & Green Services Pvt Ltd is a Facility Management company based in Islamabad, Lahore, Peshawar, and Quetta. We are passionate about delivering a professional and ethical based service to commercial as well as residential clients, by investing in the latest equipment, machinery, and human resource for excellent service delivery.
We are hiring for a “Team Lead – Sales Support & QA” for our dedicated call center, based at Islamabad.
Responsibilities:
- Oversee the overall sales support function and SS team.
- Establish procedures and be responsible for managing call center activities.
- Set targets for all team members in line with the overall team goals assigned by the Management, and motivate them to achieve their targets.
- Schedule and organize shift patterns for SSOs to ensure that clients are never left unattended.
- Take overflow calls as and when needed.
- Understand company’s services, procedures and guidelines and communicate the same to all SSOs.
- Monitor and maintain sales support quality standards (for calls, social media as well as post call work) and ensure compliance to policies and procedures.
- Following up with the appropriate channels when mistakes are found.
- Make sure that all customer complaints are acknowledged and resolved within specific TAT.
- Perform mystery calls to ensure accurate and consistent information delivery to the customers.
- Discuss and explain QA feedback with SSOs in regular meetings via verbal as well as written communication.
- Evaluate monthly KPIs of SSOs as per defined procedure.
- Monitor sales achievement and calculate commissions as per policy.
- Ensure effective follow ups for pending client payment and support SSOs in recovery from difficult clients.
- Monitor timely revenue submission from Branches and do necessary follow ups where needed.
- Facilitate and organize training session for all SSOs and participate in recruitment of new recruits.
- Conduct regular review of SSOs performance and organize training sessions for under performers.
- Submit regular reports to management and seek new ideas and strategies to improve performance.
- Keep up with trends and happenings in the industry and ensuring adherence to industry standards.
- Ensure that clients are kept happy and satisfied at all times by providing prompt response and solutions to their challenges at all times.
- Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
- Ensure compliance of all policies and procedures.
Requirements:
- Graduate or equivalent diploma.
- 2-3 years of call center experience.
- Strong phone and verbal communication skills along with active listening.
- Excellent written communication skills.
- Ability to multi-task, set priorities and manage time effectively
- Strong attention to detail.
- Hands on experience with MS Office, especially MS Excel.
Office Location: I-9/2, Islamabad.
Timings: 9:00am-6:00pm (6 days a week)
Other Benefits:
- Commission (on achieving the sale target)
- Bonus
- Provident Fund
- EOBI
- Medical
- Annual leaves
Note: preference will be given to candidate who can join immediately.
Job Type: Full-time
Salary: Rs40,000.00 - Rs60,000.00 per month
Ability to commute/relocate:
- Islamabad: Reliably commute or planning to relocate before starting work (Required)
