Conversion rate optimization Specialist (Sales) Cum CSR Team lead.

Job Description

 

Roles and Responsibilities:

·       The ability to take a prospect through the sales process and requires a deep understanding of how the sales process work.
·       Should have experience in managing lead conversion in a CRM.
·       Unlocking conversion levels- Analyze the customer journey and identify levers for conversion- Identifying unlocks for each lever- Building strategies for implementing these unlocks.
·       Track conversions on a daily basis and own conversion metrics- Own the entire product flow from lead capture to client conversion.
·       Understand user behavior & provide data-driven recommendations to increase engagement & conversion rate.
·       Optimize the lead-to-customer conversion rate.
·       Increase funnel marketing efficiencies by continuous feedback to marketing team.

Other Duties and Responsibilities as CSR Team Lead:

Ensure each support team member has agreed Objectives and a Performance Development Plan.
Ensure that regular one to ones are held with team members.
Direct reporting line management of Support Representatives.
Ongoing Quality Control and auditory of responsibilities for team members.
Monitor the team to ensure everyone completes tasks and identify capacity within or across teams to manage workflow in order to meet the target.
Identification and quantification of opportunities for improvement based on customer’s feedback.
Day to day escalation point for the internal Customer Service team.
Managing customer social reviews, complaints and inquiries from multiple channels.
Training of new support representatives.
Leading, motivating as well as providing ongoing coaching and training to the Customer Service team.
Contributing to the combined global Customer Service team, working collaboratively as one team to achieve strategic objectives.
Collaborating with team members to identify improvements to customer service processes.
 
Other requirements
·       Excellent verbal and written communication skills.
·       Fluency in English (verbal & written).
·       Ability to coach, inspire and develop teams.
·       Ability to adapt quickly to a start-up pace environment and culture.
·       Decision making, problem-solving and advocating for customer solutions.
·       Enhancing systems and processes and feedback loops.
·       Produce reports and present daily & monthly results.
·       Ability to work in a multicultural, challenging and dynamic work environment.
·       Ability to work in a multi-geographical customer service team, with variable shifts (including weekends).
·       Should have strong background in truthful customer relationship.
Expected field of experience: Banking Sales (credit cards), Insurance Sales, Online sales.
5+ years of Expereince is required