CSD-Trainee

Responsibilities

• Product/Service Information Provide advanced product/service information and respond to basic customer questions about the product/service.
• Customer Order Processing Record and process custom/special customer orders, often dealing with ambiguous delivery expectations.
• Resolving Customer Issues Respond to basic issue escalations promptly and appropriately; provide managerial approvals as required.
• Customer Relationship Development / Prospecting Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.
• Customer Relationship Management (CRM) Data Schedule follow-up actions and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Customer Needs Clarification Interview the customer, following a complex multi-level sales script, to clarify the customers requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes.
• Renewals Provide exceptional service to customers to encourage continued use of the organizations products/services.
• Operational Compliance Develop knowledge and understanding of the organizations policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
• Personal Capability Building Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Behavioural Competencies

• Customer Focus Builds strong customer relationships and delivers customer-centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas.
• Manages Complexity Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, quickly determines the most critical data and focuses analysis there; recognizes even subtle symptoms that indicate problems; probes deeply for root causes; uses systematic problem-solving methods. well.

Skills

• Customer-Focused Approach Works with guidance (but not constant supervision) to orient the sellers organization around delivering to the key needs of their customers.
• Leverages Digital Communications with Customers Works at an intermediate level to leverage digital communication (email, text, chat, social media) to create positive, defining moments for customers. Typically works with guidance.
• Masters Service Conversations Works at an intermediate level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works with guidance.
• Navigates Customer Challenges Works at an intermediate level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works with guidance.
• Strengthens Customer Connections Works at an intermediate level to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works with guidance.
• Builds Customer Loyalty Works at an intermediate level to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organizations ability. Typically works with guidance.
• In-Depth Questioning Works with guidance (but not constant supervision) to explore the depth and breadth of a problem, draw out the implications of not changing, and help clients self-discover and articulate the value of a solution.
• Initiates Compelling Sales Conversations Works with guidance (but not constant supervision) to propose a mutually agreed-upon agenda to start sales conversations that offer value to the client.
• Service Into Sales Works at an intermediate level to recognize sales opportunities during service interactions to enhance overall customer service. Typically works with guidance.
• Builds Rapport Works with guidance (but not constant supervision) to quickly and effectively establish trust within the buying centers in the client s organization. Knows the Buying Influences Works with guidance (but not constant supervision) to accurately identify and understand the key buying influences pertaining to an opportunity.
• Manages Buyer Indifference Works with guidance (but not constant supervision) to acknowledge and ask questions to understand the circumstances surrounding client indifference.
• Understands Issues/Motivations Works with guidance (but not constant supervision) to articulate why a client does or does not want a change based on their business objectives and challenges.

Education

Post-Secondary Non-Tertiary Education

General Experience

Sound experience and understanding of straightforward procedures or systems (7 to 12 months)

Managerial Experience

Very limited (0 to 3 months

Disclaimer: This job posting and location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.