Chat Initiative

GN Audio
- China
Published: February 26, 2018
POSITION SUMMARY / OVERVIEW
Engage with digital guest to find the right hands free solution for them. Identify and guide the best path of purchase for the customer to convert the opportunity. Support the customer with ordering, product information, and other functions to drive sales with SME Customers. Implement and drive sales strategies and targets, including sharing pertinent Jabra offerings with the customer. Gather and escalate user insights & feedback of the Jabra.com experience to enhance user satisfaction. Apply continuous improvement methodologies and practices to define the lead process for webchat and e-commerce. Collaborate with sales teams, product development, and channel to maximize sales efforts. Achieve customer satisfaction metric through net promoter score.

Responsibilities:
60% Chat/Online Customer Resolution & 40% SMB lead management
� Manage and grow all chat engagements to ensure customer has an exceptional Jabra experience
� Achieve and improve chat metrics
� Maintain in depth product knowledge to support e-commerce sales
� Meet or exceed weekly goals, including lead transfer of complex/larger opportunities
� Manage SME and Marketsource leads to completion. Includes: assigning program ID, contacting the customer, developing the opportunity, engaging the channel team.
� Support all ordering functions
� Collaborate with sales teams, product development, and channel to maximize sales efforts
� Achieve customer satisfaction metrics
� Meet or exceed weekly goals, including lead transfer of complex/larger opportunities

Qualifications and Requirements
� Solution sales and product support experience
� Experience selling & supporting customers using digital tools (ex, chat, email)
� Successful experience presenting and selling to customers over the phone.
� In-person sales experience is beneficial but not required.

Skills & Competencies
� Customer Centric Focus: Ability to position incoming requests into an opportunity or sale. Involves excellent customer interaction, questions, problem solving skills
� Proficient in using CRM and Microsoft Office applications to manage sales territories and meet management reporting responsibilities
� Must possess excellent written communication skills
� Ability to capture, process and analyze data to make intelligent decisions
� Consistently meet or exceed performance metrics
� Exercise sound, independent business judgement resulting in favorable decisions that benefit your business and the company
� Resourceful and dynamic with the ability to quickly problem solve while interacting with clients, and articulate those thoughts with clarity and professionalism, both verbally and in writing.
� Manage multiple customer interactions simultaneously.
� Possess strong business and financial acumen