Customer Support Coordinator

3 weeks ago


Shanghai, Shanghai, China Oxford Instruments Plc Full time

Role Details


Business, Location:



Service, Shanghai



Role:



Service Inside Sales (Temp)



Reports to:



Service Commercial Manager



Direct Reports:



None



Primary Purpose:



Support of customer succuss and experience by delivering of OiService value.

Work closely with OI China customer service engineers, marketing, and cross-functional team to effectively promote and grow service business.

Deliver service business growth target in assigned territory.


Key Responsibilities

Service business plan and growth

  • Plan and implement different sales tactics and business plan to grow the sales of service products, including but not limited to the service spare parts within assigned territories.
  • Guarantee the achievement of inside sales targets to maximize company results in an omnichannel sale organization.
  • Manage inbound activities, WeChat, Email and Telephone, delivering a unique selling experience while understanding their needs and offering the right solution to reach the customer's satisfaction.
  • Support service sales on the field scheduling visits.
  • Implement "nurture, expand, and land" sales strategy to improve service contracts connect rate, renew rate, warranty conversion rate.
  • Accurate forecast and effective funnel management with CRM operation

Indicative Performance Measures

  • Spare parts sales order target
  • Spare parts delivery target
  • Timely and accurate reporting
  • Customer experience

Person Specification – Essential requirements unless stated


Education / Qualifications:

  • 2-3 years of experience in telesales or another sales/customer service role
  • Relevant working experience in the instrument industry is plus


Professional Skills/ Abilities:

  • Excellent (phone) sales techniques and communication, interpersonal skills
  • Friendly, patient affinity, strong sense of customer service
  • Teamwork in sales-oriented environments
  • Good English skill in writing and reading


Personal Qualities:

  • Ownership and proactive
  • Self-motivated
  • Well Planning & Delivery of Results
  • Continuous learning and improvement

#LI-TJ1



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