Service Sales Officer

Telesales Position

Telesales to create opportunities proactively

* Phone sales to core 2 and core 3 customers including maintenance contract conversions, renegotiations and new digital services. Can sell VB repairs through campaigns

* Proactive creation and development of customer relationships

* Creates, qualifies and communicates leads and sales opportunities for entire KONE sales team (e.g. cross-selling)

* Responsible for making courtesy calls

* Takes care of inbound and outbound telesales

* Ensures successful conversions with existing and new maintenance customers

* Driving execution of her/his individual sales plan

* General responsibilities for all core 2 and 3 customers

* Responsible for gathering relevant information about market and competitors while interacting with customers

Renegotiation and cancellation prevention

* Renegotiates expiring contracts proactively, if any

* Responds and resolves cancellation risks

* Defends price escalation and resolve issues

* Monitor and resolve suspended contracts if any

Complaint and query handling

* Solves complaints with the rest of KONE team

* Handles queries

* Supports the finance function in money collection

Support sales people

* Qualifies leads and plans and schedules visits for farmer

Data quality and communications to ensure customer experience

* Coordinates technical problems with supervisor and technicians

* Coordinates with supervisor and technicians in case of technical problems or new opportunities

* Monitors the leads and new opportunities in CRM and assigns them to right person

* Follows customers not visited; calls and identifies level of satisfaction and opportunity

* Documents the customer and contact information, maintains customer data

Responsibilities in modernization sales:

* Identifies, develops and follows up existing opportunities of modernizations while calling customer for maintenance topics

* Can sell VB Repairs in campaigns

* Follows up the modernization opportunities forecasted for the month and pushes for appointment for salesperson

* Identifies inspection and KONE Care for Life (C4L) opportunities and push for negotiation

* Coordinates with supervisor/technicians when site survey is required before new offer for modernization

* Ensures customer satisfaction

Potential additional responsibilities:

* Supports hunter in the following areas (exact work split between hunter and sales specialist may vary country by country)

* Books appointments, generating leads in LIO and using KONE Tools

* Calls customers based on the target list and fixing appointments (considering various factors e.g. location, other appointments)

* Informs hunter about the appointments

* Updates CRM according to the communication of the hunter on outcomes of the meetings

* Creates opportunities and offers with the basic information wherever required