Job Opportunities

SALES AND CUSTOMER SERVICE MANAGER

The Opportunity At Telehop Communications Inc., we’ve built a team that believes in driving growth. Establish in 1993, Telehop's mandate is to become the leading provider of telecommunication services to ethnic communities across Canada. Our dedicated team is committed to providing our customers with high quality products and services that are tailored to their individual needs.

Key Responsibilities

Sales

  • Develop Direct Sales strategy, business plan and budget in line with Corporate Strategy.
  • Define and update Direct Sales section’s KPI’s in line with Corporate Strategy.
  • Develop/review polices, procedure, and processes for the Direct Sales, external sales agents and call centres.
  • Manage and monitor the execution of all projects related to Direct Sales.
  • Achieve Sales targets for Direct Sales set by the CEO.
  • Develop account and relationship management strategies with the SOHO/SMB/Sales Agents/Affiliates/Affinity Groups and protect the account from any competitive activity.
  • Implement and monitor the execution of direct sales plans (SOHO/SMB/Sales Agents/Affiliates/Affinity Groups) and provide reporting as to the level of success achieved versus plan and any corrective actions.
  • Review collected and received RFP’s.
  • Review all developed proposals and recommend enhancements.
  • Follow up on submitted proposals with concerned business organizations (Enterprise/SME).
  • Conduct presentations and present company’s business products/solutions.
  • Follow up with all concerned divisions/departments and ensure delivery of the requested product/solution.
  • Train and coach the Direct Sales agents, Affiliate and Affinity partners on selling techniques and how to educate customers regarding the benefits of company’s products and services.
  • Practice duties and roles in line with the authorities as illustrated in the authority matrix.
  • Perform any other duties related to the job as assigned by the CEO.

Customer Service

  • Define customer service standard aligned with company direction.
  • Ensure inbound customer inquiries are handled properly and timely.
  • Coordinate with internal teams to meet customer service standard.
  • Monitor customer service department performance and prepare analysis reports related to customer satisfaction.
  • Master processes improvement initiatives in response to operational and business needs.
  • Manage resolution of customer feedback in accordance with internal guidelines.
  • Minimize negative impact on customer experience and business risks.
  • Have overall responsibility for Quality of Service and Customer satisfaction for all Telehop services. Provided service is measured against defined Service Level Agreements (SLAs).
  • Proactively identify existing customer needs and opportunities to grow the customer relationship with Telehop. Manage sales team to up-sell Telehop products and services.
  • Prepare monthly customer report (SLA compliance, incidents, Service Improvement Program (SIP) status).
  • Introduce process and product knowledge training improvements.
  • Create and implement incentive strategies to minimize churn rate of products and services.


Qualifications

  • 5 years + Management experience in the Telecommunication Industry - Call Centre environment with both sales and service background.
  • Solid experience with analysis of metrics, stats and forecasting
  • Strong technical skills - MS Office, Telephony systems, Dialer programs etc
  • Proven leadership abilities to motivate and engage a Sales & Service team



By Email

To send us your application electronically, please email your cover letter and résumé in word or pdf format, quoting the job title you are applying for to:

Caroline Pacheco, Operations Manager
cpacheco@telehop.com