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Trade Development Representative
Mission Statement for the Role:
Recruit and develop a highly efficient commission-only sales agents team to meet the business objectives of the organisation.
Overall Responsibility:
Recruit, engage, activate and generate revenue from commission-only sales agents. Leverage business by activating and improving commission-only agent productivity.
Financial:
Responsible for hitting a target of 673 new installations within the first 12 months of joining, by adhering to the prescribed sales process laid by Poa Internet.
People:
Responsible for recruiting a team of 59 commission-only sales agents in the first 12 months from the joining date.
Location:
- Nairobi East (Jogoo Road, Umoja, Kayole and its environs)
- Nairobi West (Kibera, Kawangware, Kinoo and its environs)
Key SMART Results for A-Player
Recruit a team of new sales agents within the first 12 months from date of joining, target breakdown as follows:
- First 3 months: 18 New Sales Agents
- 4 to 6 months: 15 New Sales Agents
- 7 to 9 months: 14 New Sales Agents
- 10 to 12 months: 12 New Sales Agents
Ensure there are active sales agents at any given month, definition of active sales agent is at least 1 install per agent per month, target breakdown as follows:
- First 3 months: 24 Active Sales Agents
- 4 to 6 months: 49 Active Sales Agents
- 7 to 9 months: 69 Active Sales Agents
- 10 to 12 months: 84 Active Sales Agents
Responsible to meet monthly sales targets through active sales agents under your supervision, breakdown as follows:
- First 3 months : 74 Sales
- 4 to 6 months: 145 Sales
- 7 to 9 months: 205 Sales
- 10 to 12 months: 249 Sales
Ensure all physical outlets have point of sale material in place at all times and are regularly reviewed for 100% compliance by Marketing or Centre Of Excellence Team from Poa Internet – Monthly.
Level of Management Experience Required (Mandatory & Nice to Have)
- Mid supervisory level management with not less than 3 years of sales experience, 1 yr of which should have been leading sales team of not less than 5 people.
Department stage of development where this role sits
Scaling.
Key Competencies Criticality (H, M, L)
- History of recruiting and managing exceptional high performing commission only sales agents while delivering results including retail agents/dealers, foot soldiers and centre of influence people – H
- Proven track record of exceeding the sales budgets by leading a commission only model – H
- Must have worked full time in field, demonstrating / observing sales processes for efficiencies – H
- Should be adaptable, open to learning, and able to adjust strategies to meet changing customer needs and market conditions – M
- Good knowledge of agency sales model and must demonstrate understanding of how to manage, motivate and drive performance through agents and indirect channels – H
- Staying informed about industry trends, competitors, and the latest advancements in home internet space in Kenya – M
- Should be able to manage the entire sales process efficiently, from initial contact to post-sale referral leads for sales Agents – M
Mandatory Criteria if Any with no exceptions to hire:
- Must have led a team of Commission Sales Agents and delivered high sales numbers.
- Must have demonstrated training and development opportunities to help agents improve their sales skills. This includes product knowledge training, sales techniques, and objection handling.
- Must possess good analytical skills: Analyzing sales data, trends, and performance metrics is important. Must have used this data to make informed decisions and optimize sales strategies.
Customer Service Representative-Retention
Mission Statement for the Role:
To be the face of Poa Internet on a daily basis for customers reaching out to us through our omni-channel customer experience avenues.
Overall Responsibility:
Receive, document and resolve inbound requests from customers, through all our inbound communication channels-voice, WhatsApp, Facebook, twitter and chat on a daily basis.
Key SMART Results for A-Player Success:
- Poa customer experience is known across Kenya for being able to understand customer expectations and foster customer loyalty through exceptional customer care- By the end 2024
- Poa customer experience is known for their empathy, response time and ability to solve customer complaints clearly and efficiently – By the end 2024
- Poa customer retention team are known internally as the team that collaborate and seek help to resolve the customer inquiries as rapidly as possible- By the end 2024
- Poa customer experience agents are acknowledged by our users on Social Media as a department that cares about solving their problems- By the end 2024
- Poa customer service teams follow a unified troubleshooting strategy for delivering consistent and measurable results – By the end 2024
Key Competencies:
- Clear, empathetic written and verbal communication skills
- Ability to solve problems on multiple planes
- Attention to detail – troubleshooting and resolution is an observer game – being able to identify and spot problems is a key to success in the role.
- Time management-the ability to resolve specified tasks within the allotted timeline.
- The ability to ask for help – knowing when and how to ask for help internally and with other departments to resolve a customer’s inquiry.
- Ability to remain calm even when the customer is upset. Keeping the tempo of the conversation positive in light of challenges.
- Digital and computer literacy
- Social media competency
Mandatory Criteria with no exceptions to hire:
- Minimum of 1–2 years experience in Customer Service environment.
- Must have exceptional customer service, telephone etiquette, communication skills and working knowledge of the latest technology.