Job Types: Full-time, Permanent
Pay: AED 5,000.00 – AED 7,000.00 per month
Location: Warehouse Office, Al Quoz, Dubai, UAE
Job Summary:
We are seeking an experienced and highly motivated Sales & Customer Service Representative to be the primary driver of sales, customer satisfaction, and operational excellence at our facility. This is not just a customer service role; it is a dynamic position that combines consultative sales, proactive property management, financial administration, and local marketing. The ideal candidate will be a results-oriented problem-solver who thrives on exceeding targets. You will be responsible for the entire customer lifecycle, from initial contact to move-out, at a market-leading standard.
Detailed Responsibilities
1. Sales & Revenue Management
•Lead Management: Professionally handle all incoming inquiries (walk-ins, phone calls, web leads) with a sense of urgency. Qualify customer needs by asking insightful questions to understand the "why" behind their storage requirement.
•Facility Tours & Value Proposition: Conduct enthusiastic and informative tours of the property, showcasing solution benefits, facility features, security systems, and cleanliness. Clearly articulate the value proposition and differentiate our facility from competitors.
•Sales Closing & Upselling: Guide customers through the rental process, confidently overcoming objections and closing the sale. Proactively upsell and cross-sell by recommending larger or premium units, promoting merchandise (boxes, locks, tape), and explaining the benefits of tenant insurance to maximize revenue.
•Rate & Concession Management: Maintain an expert-level understanding of unit pricing, occupancy levels, and current promotions. Execute the company's pricing strategy to optimize revenue.
•Achieve Sales Targets: Consistently meet and exceed monthly targets for new rentals, occupancy rates, merchandise sales, and insurance penetration.
•Professionally: Offer expert guidance and recommendations to customers.
•Accurately: Logging all information for Leads, Customers etc within Excel and CRMs as well as generate reports for Management and Accounting.
2. Customer Experience & Account Management
•Client Onboarding: Ensure a seamless move-in experience by thoroughly explaining lease agreements, access procedures, and facility rules as well as service details and coordinate all with other departments.
•Proactive Customer Relations: Serve as the primary point of contact for the entire customer base. Address all questions and concerns with empathy and professionalism, aiming for first-call resolution and customer satisfaction.
•Account Administration: Accurately process customers initial and ongoing invoices and ensure balance payment prior to move outs.
•Delinquency Management: Diligently manage the collections process for delinquent accounts. This includes making professional reminders, collection calls, sending required notices, and coordinating with Accounts and Management.
•Conflict Resolution: Skilfully de-escalate any customer disputes or issues, finding mutually agreeable solutions while upholding company policies.
4. Administrative & Marketing
•Accounting Administration: Liaise and assist with Accounts for queries, for overdue payments, expense clarifications and information flow.
•Inventory Management: Manage the retail inventory of boxes and moving supplies, including ordering, stocking, and merchandising with Operations.
•Lead Feedback: Liaise with Marketing for Daily, Weekly and Monthly Leads feedback and information flow and other aspects for successful marketing.
•Reputation Management: Encourage satisfied customers to leave positive online ratings and reviews and monitor the facility’s online reputation.
•Unit Turnover & Cleanliness: Ensure coordination with operations that vacated units are cleaned out and made "rent-ready" within 6 hours. This includes sweeping, mopping, and minor maintenance.
•Lock Checks & Audits: Perform daily overlock checks on delinquent units and conduct regular physical audits of all occupied and vacant units to ensure inventory accuracy.
•Vendor Coordination: Liaise with operations and vendors for services, repairs and maintenance.
•Service Coordination: Liaise with operations customers for services performance, scheduling etc.
Qualifications & Competencies
Required:
•Experience: Minimum of 2-3 years of experience in a role with direct sales and customer service responsibilities (e.g., retail, hospitality, car rental, property management).
•Performance: Meet or exceed weekly and monthly KPI’s as well as adhere to company standards.
•Language: Fluent in English Language (Verbal and Written)
•Skills:
oSales Aen: Demonstrable ability to qualify leads, convey CVP, benefits, solutions, close sales and overcome objections. Experience with consultative or needs-based selling is essential.
oCommunication: Exceptional verbal and written communication skills. Ability to communicate with confidence and professionalism.
oComputer Proficiency: High proficiency with the Microsoft Office Suite (Word, Excel, Outlook). Ability to quickly learn new software; experience CRM’s, ERP’s and Property Management Systems.
oProblem-Solving: Resourceful and able to troubleshoot issues independently.
oResearch: Research with data correlation and reporting.
•Personal Attributes: Self-starter with a strong sense of ownership and the ability to work autonomously. Impeccable integrity, reliability, and a positive, "can-do" attitude.
•Other: Consistent access to reliable transportation.
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