Telephone Account Management Agent

MASRA Partners; Qatar; On-site; QAR 100,000 - 167,000; Full time

Job summary

MASRA Partners in Qatar is seeking a proactive Telephone Account Manager to grow existing accounts and deliver excellent customer service. You will maintain accurate client records in our CRM, create quotes, and re-engage lapsed clients while developing knowledge of telecoms, connectivity, IT networks, software, Wi-Fi and related services.

You will meet sales targets through relationship building, identify upselling and cross-selling opportunities, log activities, and work with outdoor sales to

Qualifications

• Minimum 1 year telephone account management experience.
• Minimum 2 years customer service experience.
• Proven track record of growing sales and pipeline.
• Experience with telecoms and connectivity solutions.
• Experience meeting targets and using CRM.

Responsibilities

• Meet and exceed sales targets through account management and relationship-building.
• Provide detailed product information and identify upselling opportunities.
• Identify and log gaps in client information to better understand needs.
• Maximise contract terms and retention.
• Respond to sales queries and quotes within 48 hours.
• Log activity of calls and emails between accounts in CRM.
• Develop new account opportunities and share leads with outdoor sales.
• Monitor competitor activity and share findings with sales team.
• Achieve objectives set by line manager.
• Foresee and escalate problems or negative feedback promptly.

Skills

Account management

Sales

CRM software

Customer service

Negotiation

Communication skills

Job description

As part of the Sales team you will be responsible for proactively managing and growing existing accounts. Delivering excellent customer service through frequent contact with our clients you will identify new opportunities for connectivity, IT network, software, Wi-Fi and telecoms solutions through effective outbound calling. You will be responsible for maintaining accurate client records. All correspondence must be recorded in a timely manner on CRM. In addition you will be required to create quotes and re-establish contact with lapsed clients. You will maintain and develop a thorough understanding of the products and services offered; this knowledge is essential for providing excellent customer service and increasing revenue.

KEY ACCOUNTABILITIES

• Meet and exceed sales targets through effective account management and relationship-building
• Provide detailed product information to clients and identify opportunities for upselling and cross-selling
• Identify and log GAP information against accounts to better understand our client s current and future needs review frequently with the aim to increase product holding
• Maximise contract terms and retention
• Priorities day to day sales case queries answering or quoting within 48 hours
• Log activity of calls and emails between accounts enabling all departments to understand our clients and better
• To increase and develop relevant contacts and new account opportunities sharing these leads with the outdoor sales team
• Monitor competitor activity relating to clients and identify any threats and share findings with sales team
• Achieve objectives set by your line manager
• To foresee and escalation problems negative feedback before or as soon as aware to line manager

REQUIRED EXPERIENCE AND QUALIFICATIONS

• Minimum 1 year telephone account management experience.
• Minimum 2 years customer service experience.
• A proven track record of growing sales and opportunity pipeline
• Experience and knowledge of Telecom, connectivity, IT networks, software, Wi-Fi and telecoms solutions
• Experience in working towards targets
• Experience in managing hospitality accounts
• Good knowledge of MS Office Word, Excel, Outlook
• Proven work experience as a Telephone Account Manager or similar role in sales
• Excellent communication and negotiation skills
• Familiarity with CRM software and MS Office
• Ability to work independently and as part of a team
• Ability to engage with clients on the telephone in a confident and professional telephone manner
• Strong verbal and written communication skills
• Organised and self-motivated
• Effective listening skills
• Good attention to detail
• Ability to prioritize and work on multiple tasks
• Excellent timekeeping and time management
• Supportive and helpful team member
• Flexible with a can do attitude