Sales & Customer Support Specialist
Skills
About This Role
Key Responsibilities
- Support the Business Development team in moving prospects through the pipeline from first contact to close.
- Conduct discovery calls to understand client needs, priorities, timelines, and decision-making structures.
- Deliver service presentations and client-facing walk-throughs tailored to each prospect.
- Run and/or support demos and respond clearly to objections, questions, and concerns.
- Maintain high-quality follow-ups via email, WhatsApp (if used), calls, and meeting scheduling.
- Assist with proposal preparation, required documents, and coordination needed to finalise deals.
- Keep pipeline hygiene: update deal stages accurately, document next steps, and maintain clean notes.
- Coordinate internally with marketing/operations/product (as relevant) to ensure readiness for client needs.
- B) Customer Support & Client Success (Pre- and Post-Sale)
- Act as a responsive point of contact for client questions, issues, and requests.
- Support onboarding activities to ensure clients understand next steps and receive a smooth start.
- Troubleshoot common issues and escalate more complex cases to the relevant internal team member.
- Provide extra support to ensure client satisfaction during active delivery and after handover.
- Document recurring issues and suggest improvements to processes, scripts, FAQs, or workflows.
C) Business Development Tools & Operational Support
- Manage and support BD tooling and operations, including (as applicable): CRM updates, meeting links, templates, dashboards, lead lists, call scripts, trackers, and reporting.
- Maintain organised records for client conversations, feedback, and action items.
- Assist with scheduling, reminders, and preparation for client meetings (agendas, slides, notes).
- Support continuous improvement by recommending better workflows to increase speed and consistency.
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