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Job Description
Job Description for Sales and Support Associate Position
The Sales and Support position is responsible for managing customer interactions providing product support and driving sales growth. This role involves understanding customer needs resolving issues and promoting Pabbly products to enhance customer satisfaction and loyalty. The associate will handle both sales inquiries and support requests ensuring a seamless customer experience.
Job Description
Respond to customer inquiries via email phone chat and Google Meet.
Troubleshoot and resolve customer issues and technical problems
Conduct product demonstrations and presentations to potential customers.
Follow up on leads and convert them into paying customers.
Achieve monthly and quarterly sales targets.
Maintain and update customer records in the CRM system.
Work closely with the product team to communicate customer feedback and improvements.
Provide accurate and uptodate information to customers.
Create product documentation for commonly asked questions features and problems.
Guide new customers through the onboarding process.
Provide guidance and best practices for using Pabbly applications.
Stay updated on the latest features and functionalities of Pabbly products.
Lead qualify How much amount a user can pay.
Under user requirements and guide them accordingly to purchase plan
Follow up cold users and hot leads.
Unsubscribe from promotional emails so that unnecessary tickets are not created.
There will be one more ticket status mentioned as "Bug" which will be handled by testers. The support member once found that in a specific ticket they have found a bug they will mark the ticket status as "Bug" and they will move that ticket "Bug" status. The tester will now take care of the bug and get it fixed from developer. Once its fixed the tester shall comment back in the ticket that the bug has been fixed
Requirements
Key Responsibilities Area (KRA)
Should be able to convert leads into sales.
Should be able to resolve customer queries and tickets
Share customer feedback and product feedback to the respective departments.
Work to reduce customer churn and increase customer lifetime value.
Identify opportunities for upselling and crossselling of Pabbly products.
Key Performance Indicators (KPIs)
Number of calls and demo in a month.
SLA: Average response time to customer inquiries
SLA: Average resolution time for customer issues
Conversion rate leads to paying customers.(Weekly/Monthly/Yearly)
Monthly Sales Revenue
NPS: "On a scale of 0 to 10 how likely are you to recommend our company/product/service to a friend or colleague"
sales and support, sales, IT Sales, Product Sales, software sales, demo calls
Employment Type
Full Time
