Inbound Sales & Customer Service Specialist

Company Description

Terra Water Indonesia is dedicated to providing safe drinking water solutions to vulnerable communities in Indonesia. The company manufactures ceramic pot filters using 100% natural, local materials to eliminate the need for plastic water bottles. Terra works with local and international organizations to distribute filters to families in need and educate them on good WASH practices, focusing on UN SDG#6: Safe Water and Sanitation for All.

About the Job

This is a full-time role for Inbound Sales & Customer Service at Terra Water Indonesia. The role is located in Bali, with clients all over the island and, with continued employment, opportunities to expand into the rest of Indonesia. As an Inbound Sales & Customer Success Representative, your primary focus will be on converting inbound inquiries into sales and ensuring exceptional customer experiences. Success in this role will be measured by key performance indicators including customer satisfaction (CSAT), response time, lead conversion rate, and overall customer retention.

Responsibilities:

• Efficiently and professionally address inbound inquiries received through WhatsApp, phone, email, and various other channels
• Qualify prospects by understanding their needs and pain points & present compelling solutions and product/service information tailored to individual customer requirements
• Guide prospects through the sales process, addressing objections and closing deals effectively
• Proactively identify opportunities to enhance customer satisfaction and cultivate long-term relationships, while also identifying and routing potential B2B customers to the Outbound Sales Team
• Generate and submit weekly sales reports.
• Work closely with sales, marketing, and product & logistic teams to align strategies and ensure a seamless customer journey.
• Maintain awareness of daily stock updates and collaborate with the Logistics team to ensure data accuracy
• Update and maintain customer database
• Educate customers on product features, benefits, and best practices by utilizing our video manual guidelines
• Send monthly reminders and promotional offers to our customer database and actively contribute to upselling and cross-selling strategies
• Communicate the 30-day satisfaction guarantee and 1-year warranty to customers
• Maintain a strong understanding of company products, services, and promotions.
• Communicate effectively with internal stakeholders regarding customer feedback, sales opportunities, and potential challenges
• Maintain distributor relationships by regularly requesting monthly sales reports and inquiring about current stock levels to ensure adequate product availability and prevent shortages.

Qualifications:

• 1-3 years of inbound sales experience and customer service
• Proficient English and Bahasa Indonesian, written and spoken
• Ability to independently troubleshoot and resolve customer challenges, escalating complex issues appropriately
• Exceptional Customer Service and Communication skills and proven ability to build and maintain people and business relationships
• Experience using WhatsApp, Social Media, or OmniChannel (Sleekflow, rasayel, freshchat, and other similar software)
• Experience in using Google spreadsheets, knowing how to use pivot tables is a plus
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment
• A positive attitude, empathy, and a customer-centric approach

Company Description

Terra Water Indonesia is dedicated to providing safe drinking water solutions to vulnerable communities in Indonesia. The company manufactures ceramic pot filters using 100% natural, local materials to eliminate the need for plastic water bottles. Terra works with local and international organizations to distribute filters to families in need and educate them on good WASH practices, focusing on UN SDG#6: Safe Water and Sanitation for All.

About the Job

This is a full-time role for Inbound Sales & Customer Service at Terra Water Indonesia. The role is located in Bali, with clients all over the island and, with continued employment, opportunities to expand into the rest of Indonesia. As an Inbound Sales & Customer Success Representative, your primary focus will be on converting inbound inquiries into sales and ensuring exceptional customer experiences. Success in this role will be measured by key performance indicators including customer satisfaction (CSAT), response time, lead conversion rate, and overall customer retention.

Responsibilities:

• Efficiently and professionally address inbound inquiries received through WhatsApp, phone, email, and various other channels
• Qualify prospects by understanding their needs and pain points & present compelling solutions and product/service information tailored to individual customer requirements
• Guide prospects through the sales process, addressing objections and closing deals effectively
• Proactively identify opportunities to enhance customer satisfaction and cultivate long-term relationships, while also identifying and routing potential B2B customers to the Outbound Sales Team
• Generate and submit weekly sales reports.
• Work closely with sales, marketing, and product & logistic teams to align strategies and ensure a seamless customer journey.
• Maintain awareness of daily stock updates and collaborate with the Logistics team to ensure data accuracy
• Update and maintain customer database
• Educate customers on product features, benefits, and best practices by utilizing our video manual guidelines
• Send monthly reminders and promotional offers to our customer database and actively contribute to upselling and cross-selling strategies
• Communicate the 30-day satisfaction guarantee and 1-year warranty to customers
• Maintain a strong understanding of company products, services, and promotions.
• Communicate effectively with internal stakeholders regarding customer feedback, sales opportunities, and potential challenges
• Maintain distributor relationships by regularly requesting monthly sales reports and inquiring about current stock levels to ensure adequate product availability and prevent shortages.

Qualifications:

• 1-3 years of inbound sales experience and customer service
• Proficient English and Bahasa Indonesian, written and spoken
• Ability to independently troubleshoot and resolve customer challenges, escalating complex issues appropriately
• Exceptional Customer Service and Communication skills and proven ability to build and maintain people and business relationships
• Experience using WhatsApp, Social Media, or OmniChannel (Sleekflow, rasayel, freshchat, and other similar software)
• Experience in using Google spreadsheets, knowing how to use pivot tables is a plus
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment
• A positive attitude, empathy, and a customer-centric approach