Job description for PIC Sales & Customer Support at Mamafirst.co
-About the role
To drive customer acquisition and revenue growth through effective sales interactions while delivering an exceptional, empathetic, and solution-focused customer experience across all communication channels.
This role acts as a PIC for Sales and Customer Satisfaction performance. In addition to handling customer interactions, this position is responsible for sales analysis, performance monitoring, insight generation, and supporting the team through data-driven recommendations and coaching — without formal supervisory authority.
Job Scope
A. Sales Performance Analysis & Team Enablement (PIC Role)
- Act as PIC for Customer Satisfaction & Lead Sales performance monitoring.
- Analyze end-to-end sales funnel performance, including lead sources, conversion rates, pipeline, and revenue trends.
- Identify root causes of sales decline or underperformance and propose actionable improvement plans.
- Prepare and present weekly/monthly sales dashboards and analytical insights.
- Provide insights on customer behavior, objections, and buying patterns to improve sales strategies.
- Support and motivate Customer Satisfaction Agents through coaching, knowledge sharing, and best-practice alignment.
- Collaborate with Marketing to optimize lead quality, campaigns, and messaging based on sales data.
- Ensure consistent sales approach, tone, and quality across the team.
- Provide operational backup in urgent or high-demand situations.
B. Sales & Lead Conversion
- Handle incoming leads from social media, website, WhatsApp, email, live chat or community channels.
- Perform proactive follow-up, consultation, and product explanation to convert leads into paying customers.
- Understand customer needs deeply and recommend the most suitable solution or service.
- Achieve monthly sales targets and maintain high conversion rates.
- Manage CRM records, pipeline tracking, and status updates accurately.
- Manage revenue-related activities, including monitoring CTR, chat performance, and product push initiatives.
- Proactively identify upselling opportunities and coordinate with relevant stakeholders to maintain customer loyalty.
C. Customer Service & Experience Management
- Serve customers with empathy, clarity and professionalism.
- Handle inquiries, complaints, and feedback, and provide timely resolution.
- Collaborate with cross-functional teams (marketing, sales, operations, event specialists, and service providers) to ensure smooth customer experience and aligned communication.
- Ensure excellent after-sales service, including appointment confirmations, reminders, and follow-up on service satisfaction.
- Maintain service excellence standards to enhance customer loyalty and referrals.
D. Relationship Building & Brand Representation
- Build long-term relationships with customers and act as a trusted advisor.
- Represent Mama First values and voice consistently in all interactions.
- Identify opportunities for upselling, cross-selling, and referral growth.
- Collect meaningful insights from customers to improve products, services, and operational flow.
- Participate in events, webinars, or live sessions as needed.
Qualifications
- Bachelor’s degree in Business, Marketing, Communications, or a related field (or equivalent practical experience).
- Minimum 2–4 years of experience in Sales, Business Development, Customer Success, or Customer Experience roles, preferably in a fast-paced or service-based industry.
- Proven track record in achieving sales targets and managing end-to-end sales processes, from lead handling to conversion.
- Strong analytical skills with the ability to interpret sales data, identify trends, and translate insights into actionable strategies.
- Experience in monitoring sales performance metrics such as conversion rate, funnel performance, pipeline management, and revenue tracking.
- Familiarity with CRM tools and sales tracking systems (e.g., HubSpot, Salesforce, or similar platforms).
- Excellent communication and interpersonal skills, with the ability to build trust and handle customers with empathy and professionalism.
- Strong problem-solving skills with a solution-oriented mindset, especially in handling objections and customer concerns.
- Ability to manage multiple priorities, work under pressure, and adapt quickly in a dynamic environment.
- Experience in coaching, mentoring, or supporting team members informally is a strong plus.
- Strong understanding of digital customer journey, including handling leads from social media, chat platforms (e.g., WhatsApp), and online channels.
- Detail-oriented with strong ownership and accountability, especially when acting as a PIC for performance monitoring.
- Willingness to work collaboratively across teams and occasionally support operational needs or events.
