lead - Sales & techSutherland

Company DescriptionAt Sutherland, we are committed to creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals and we are looking to add a Sales & Tech Lead/SME who will assist the Team Manager to lead, develop and motivate a high-performance team of support professionals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!Job DescriptionAs a Sales and Tech Lead, you will set the path to success by managing performance and service quality to guarantee customer satisfaction and meet revenue.Leads in this role get to:Empower the Work:Provide Sales and Support to team members through:
Updating the team on a need-to-know basis with the most up-to-date product and process information.
Identify and escalate cases requiring engagement levels within the next level of support.
Review and assess cases. i.e., NPS/RCR/Refund Scrubs and other relevant cases.
Provide awareness to Team Managers for any employee knowledge gap opportunities for coaching.
Provide Subject Matter Expertise through:
Queue and Aux Monitoring: Provide immediate assistance to shorten handling time/omit unnecessary offline activities.
Provide real-time support on Slack, Teams or On-Site for all consultants (i.e., Refunds/Transfer Approval/Discount/Review Account via Skip Access, if applicable and other related cases)
Respond to advanced inquiries of a technical nature through cases management.
Impact the bottom line: Will review daily operations report to:
Identify, investigate, and research opportunities based on the report.
Participate in activities designed to improve Customer Satisfaction and Business Performance
Review Open Cases and Sales Leads/Opportunities
Review the state of high priority cases.
Strengthen relationships: To interact and communicate effectively cross-functionally and within various levels of the organization.Take the lead: Willing to take it upon themselves to1) Handle escalated calls or chats2) Conduct Tech Sales Sessions3) Lead Pre/Post Shift Huddles in case Team Manager is not available.QualificationsOur most successful candidate must have:
Technical sales experience required .
Technical Customer Service with Sales / Up-selling experience required
Good English-Speaking Skills, B2 or above level
Sales Minded: Able to promote sales strategies to achieve business goals while providing technical support assistance.
Must be coachable and open-minded.
Ability to promote fun and energetic culture.
A proactive attitude towards developing trust and professional rapport with team members; the ability to be a team player.
Strong customer-orientation when managing communications and issues.
The ability to efficiently manage time and keep track of multiple schedules, meetings, and initiatives.
INTERNAL APPLICANTS
No active disciplinary actions or PIP
Extensive knowledge of policies and processes
Exceptional attendance record
Meet or exceed 6-month scorecard "PDP."
Meeting or exceeding LOB's critical metrics: NRPC & NPS
Achieved Exceeds Most or Clearly Exceeds FY25 PDP rating.
Completed
Hosting Level 1 & Level 2
Productivity Level 1 & Level 2
Additional InformationAll your information will be kept confidential according to EEO guidelines.
Sutherland

Mandaluyong City, Metro Manila
Permanent
Full-time