Online Support Lead

At Cell C, we are not just a telecommunications company; we are a people-centric and consumer-focused organization committed to delivering exceptional experiences to our customers. In line with our dedication to customer-centricity, we are seeking a seasoned professional to join our dynamic team as a Online Support Lead to join our dynamic team of #Changemakers

Purpose of the Job:

The Online support lead specialist will oversee the online and telesales operations for the business and help drive growth and customer satisfaction in a fast-paced telecommunications environment. It will be responsible for managing the day-to-day sales operations, ensuring efficient sales fulfilment, and collaborating with cross-functional teams, including digital, product, and technical support, to enhance the customer sales journey. This role will also focus on delivering sales targets, improving the customer experience, and handling customer queries with a strong emphasis on online and telesales processes.
The ideal candidate will be a hands-on leader with a customer-focused approach, capable of supporting a team while driving performance, optimizing sales processes, and fostering collaboration across teams.

Main Responsibilities
Sales Fulfillment Management

• Ensure timely and effective sales fulfilment processes across all channels
• Oversee sales order management, ensuring all customer orders are accurately processed, tracked, and fulfilled in a timely manner
• Monitor and optimize the sales cycle to reduce friction points and increase sales conversion rates across online and telesales channels
• Collaborate with marketing, product, and digital teams to ensure that promotions, offers, and product launches are effectively communicated and executed online
• Implement strategies to continuously improve sales performance and customer satisfaction across the online and telesales channels

Customer Technical Queries Support

• Oversee the resolution of technical queries from customers, ensuring that issues related to sales fulfilment, billing, or product-related inquiries are addressed in a timely and effective manner
• Provide leadership and training to the telesales and online support teams to better handle complex technical queries, providing support and guidance to ensure customer satisfaction
• Work with the technical support and product teams to ensure that customers receive accurate and helpful solutions for technical issues

Collaboration with Digital and Product Teams

• Work closely with the digital team to streamline the online sales process, enhance the user experience, and introduce new tools or platforms to improve sales conversion and customer engagement
• Coordinate with product and technical teams to ensure the accurate delivery of information about services, troubleshooting, and product-related queries on digital channels
• Provide valuable insights into customer behavior and sales trends to support digital marketing and product development strategies
• Collaborate with digital team in the optimization of the online sales journey through A/B testing, user experience (UX) improvements, and implementation of cutting-edge digital technologies

Performance Management & Reporting

• Regularly track, analyse, and report on key sales metrics and KPIs, such as sales volume, conversion rates, and customer satisfaction levels, ensuring alignment with overall business objectives
• Lead the performance reviews of the online and telesales teams, ensuring that individual and team goals are being met, and provide coaching or development plans as necessary
• Utilize data-driven insights to inform decisions and continuously improve the performance of the sales teams and the overall sales journey

Customer Journey Optimization

• Own the customer sales journey from first contact to final sale, ensuring an optimized, frictionless experience for customers
• Work on the continuous improvement of the sales process by incorporating feedback from customers, sales teams, and technical teams
• Lead initiatives aimed at improving customer satisfaction, minimizing drop-offs in the sales funnel, and ensuring a seamless post-sales process

Sales Strategy & Leadership

• Execute the strategy for online sales, telesales, and customer journey improvement initiatives in line with company objectives
• Lead the creation of innovative sales strategies that enhance customer acquisition, retention, and long-term engagement
• Monitor industry trends, competitive activity, and market conditions to ensure that the company remains competitive in the digital and telesales space
• Maintain strong relationships with key stakeholders and provide leadership in cross-functional teams to drive business success

Qualifications

• Bachelor’s degree in telecommunications, IT, or a related field is a requirement

Experience

• 5 years of experience in customer service or technical support, preferably within the telecommunications industry
• Experience with telecommunication systems and platforms

Knowledge, skills and attributes

• Knowledge of industry-specific software or CRM tools
• Familiarity with internet and mobile network configurations
• Strong communication skills (verbal and written)
• Technical troubleshooting abilities and knowledge of telecommunication products and services
• Proficiency with online communication tools (chat, email, social media)
• Ability to work independently and manage time effectively
• Patient, empathetic, and solution-oriented
• Ability to remain calm and composed in high-pressure situations
• Strong attention to detail

"Cell C is an equal opportunities employer, committed to fostering a diverse and inclusive workplace where all employees are treated fairly and with respect, regardless of race, gender, age, disability, or any other protected characteristic."