25 Oct

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Tracking Code

0071SH423

Job Description

The Quality Assurance & Business Development Analyst (QA & BDA) will be responsible for maintaining the company blog, standards of the Outbound Sales and Cancellations/Retention departments with respect to quality and customer service as well as employee morale and empowerment. The QA & BDA will also be responsible for achieving maximum service/product profitability, growth and account penetration within an assigned territory and/or market segment by effectively demonstrating the company’s products and/or related services. They will personally contact and secure new business accounts/clients.

Requirements:

  • Must be a senior Technical Support Engineer Tier I or Level 3 Sales Agent

Duties and Communication Responsibilities

  • Communicate from the administrator level up to the Director / Supervisor level
  • Relate support concerns to management
  • Relate management concerns to support
  • Recommend policy and procedure changes based on practical application
  • Challenge existing policy in cases where it is no longer ideal or applicable
  • Constant review of current policies and procedures with relation to customer retention
  • Identify areas for business growth and development
  • Maintain and edit Sales/Cancellations Knowledgebase for accuracy and updates
  • Maintain and edit company blog
  • Post daily shift reports
  • Secure orders from existing and prospective clients through a relationship-based approach.
  • Demonstrate products and services to existing/potential clients and assists them in selecting those best suited to their needs.
  • Establish, develop and maintain business relationships with current clients and prospective clients in the assigned territory/market segment to generate new business for the company’s products/services.
  • Make telephone calls and in-person visits and presentations to existing and prospective clients.
  • Research sources for developing prospective clients and for information to determine their potential.
  • Develop clear and effective written proposals/quotations for current and prospective clients.
  • Expedite the resolution of client problems and complaints.
  • Coordinate business development effort with marketing, sales management, accounting, logistics and technical service groups.
  • Analyse the territory/market’s potential and determine the value of existing and prospective clients value to the company.
  • Create and manage a client value plan for existing clients highlighting profile, share and value opportunities.
  • Identify advantages and compare company’s products/services.
  • Plan and organise personal sales strategy by maximising the Return on Time Investment for the territory/segment.
  • Supply management with oral and written reports on client needs, problems, interests, competitive activities, and potential for new products and services.
  • Keep abreast of product applications, technical services, market conditions, competitive activities, advertising and promotional trends through the reading of pertinent literature and consulting with marketing and technical service areas.
  • Participate in trade shows, Networking events and conventions.

Call/Ticket Reviews:

  • Review randomly selected non-rated calls/tickets as well as calls/tickets recommended for review
  • Employee Audits:  90-Day, 6-Month, Quarterly, Annual, Promotional & Performance Reviews
  • Create incident reports where necessary

Department Stats:

  • Monitor team stats and update support with statuses
  • Update supervisors on support engineers who are consistently under-performing
  • Recommend strategies to support engineers who are not making department standards
  • Work Gap Audits
  • Work with Billing and Pending to ensure entire teams are working efficiently

Employee / Departmental Goals:

  • Communicate progress toward bi-weekly department goals
  • Develop incentives and motivational strategies
  • Work with all support engineers to establish and reach their goals
  • Follow up on goal setting

 

Skills & Qualifications

  • Must show a Self Starter attitude in the workplace
  • Shows Leadership capabilities in day-to-day workload
  • Must work well with others
  • Highly Organised
  • Excellent Verbal and Written Communication Skills
  • Superb Grammar and Punctuation Skills
  • Advanced Technical Abilities
  • Knowledgeable and shows constant willingness to learn
  • Outstanding customer service skills and a dedication to the customer service experience
  • Consistent willingness to go above and beyond
  • Keen Sense of Time Management
  • Good eye for detail and ability to be thorough
  • Strong ability to empathise with engineers and Clients alike
  • Strong ability to handle issues in an unbiased, professional manner
  • Strong ability to follow up on issues completely
  • Demonstrates consistently strong work ethics and shows few attendance issues
  • Demonstrates ability to follow directions well
  • Demonstrates ability to make good decisions consistent with company / department policies and goals
  • Must be a very strong multi-tasker
  • Ability to meet deadlines, and work in, as well as adapt to, a changing environment
  • Strong research and analytical skills
  • Strong understanding of Microsoft Suite (Word, Excel, and Outlook) and Google Apps for Work (Gmail, Calendar, Maps, Contacts, etc.)
  • Working knowledge of Business Development cycle
  • Knowledge of Client Relationship Management (CRM) System and Web Hosting Manager Billing Solution
  • Articulate and Creative Writing skills
  • Strong communication skills – written and oral

Required:

  • Have Own Car
  • Have valid drivers licence

 

Job Location

Tshwane, Gauteng, South Africa

Position Type

Full-Time/Regular

Closing date : 09 November 2015

Please submit all CVs in .pdf format to:

careers@sivehost.com

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