Senior Customer Service and Sales Officer

SENIOR CUSTOMER SERVICE & SALES OFFICER

Department: Customer Service & Sales

Preferred : SPOUSE OR DEPENDANT Visa

Location: Abu Dhabi, UAE

Employment Type: Full-Time

Reporting To: Senior Management

Salary range: Dhs:4000-5000 plus incentive on upsell revenue/other KPIs.

1. POSITION PURPOSE

The Senior Customer Service & Sales Officer – Team Lead will be responsible for managing the Customer Service & Sales function and ensuring an exceptional customer experience while directly contributing to the company's revenue growth.

The position combines customer service, sales conversion, upselling, customer relationship management and team leadership .

The successful candidate will lead and motivate the Customer Service Team, manage customer enquiries and follow-ups, convert enquiries into paid course registrations, generate additional revenue through upselling and cross-selling, and achieve assigned individual and team sales targets.

This is a target-driven and revenue-oriented position , not a purely customer-service role.

2. KEY RESPONSIBILITIES

A. CUSTOMER SERVICE & CUSTOMER EXPERIENCE

• Manage customer enquiries through telephone, WhatsApp, email, website, social media and walk-in channels.
• Ensure all customers receive prompt, professional and accurate responses.
• Understand customer requirements and recommend appropriate courses and training programs.
• Provide accurate information regarding course content, schedules, fees, certification, registration and training arrangements.
• Maintain a high standard of customer experience throughout the customer journey.
• Handle customer complaints, concerns and escalations professionally.
• Ensure customer issues are resolved quickly and effectively.
• Maintain strong relationships with existing and prospective customers.

B. SALES & REVENUE CONVERSION

Sales conversion will be a core responsibility of this position.

• Take ownership of converting customer enquiries into paid registrations.
• Follow up systematically with prospective customers until registration, rejection or closure.
• Understand customer needs and recommend the most appropriate training solution.
• Explain the value and benefits of courses effectively.
• Handle customer objections and negotiate appropriately to close registrations.
• Maintain an active conversion pipeline and ensure no genuine opportunity is lost.
• Track reasons for lost enquiries and develop strategies to improve conversion rates.
• Personally handle and close important, high-value or difficult opportunities.
• Achieve assigned individual sales and revenue-conversion targets .

Customer Journey Ownership

The officer is expected to manage the complete customer journey:

ENQUIRY → RESPONSE → CONSULTATION → FOLLOW-UP → PROPOSAL → UPSELLING → CONVERSION → REGISTRATION → RETENTION → REPEAT BUSINESS

3. UPSELLING & CROSS-SELLING

Upselling and cross-selling will be a key responsibility and KPI of this position.

The successful candidate will:

• Identify additional training requirements of existing and prospective customers.
• Recommend advanced, complementary and relevant courses.
• Upsell additional courses to existing students and customers.
• Cross-sell related professional certification and training programs.
• Re-engage previous students for new and advanced programs.
• Identify opportunities for repeat business.
• Build long-term customer relationships to increase customer lifetime value.
• Achieve the assigned individual upselling target .
• Drive and monitor the team's upselling performance .

4. CUSTOMER SERVICE TEAM LEADERSHIP

The position will be responsible for leading and managing the Customer Service Team .

 

Responsibilities include:

• Manage the day-to-day activities of the Customer Service Team.
• Allocate enquiries, follow-ups and customer-service responsibilities.
• Monitor individual and team performance.
• Ensure team members achieve assigned sales, conversion and customer-service KPIs.
• Conduct regular team meetings and performance reviews.
• Coach team members on customer handling, sales conversion, upselling and objection handling.
• Support team members in closing difficult or high-value opportunities.
• Motivate the team to achieve and exceed targets.
• Identify performance gaps and implement corrective actions.
• Ensure proper discipline, attendance, accountability and professional conduct.
• Develop a strong customer-focused and target-driven culture .
• Provide regular performance feedback to Management.

5. LEAD MANAGEMENT & FOLLOW-UP

• Ensure all enquiries and leads are properly recorded in the CRM/system.
• Ensure timely follow-up by team members.
• Track the status of every qualified enquiry.
• Monitor follow-up quality and frequency.
• Ensure no qualified customer opportunity is neglected.
• Analyse conversion performance and identify bottlenecks.
• Develop effective follow-up strategies to improve registration conversion.

6. CUSTOMER RETENTION & REPEAT BUSINESS

• Develop strong relationships with existing and past customers.
• Identify opportunities for repeat registrations.
• Contact previous students regarding relevant new courses and advanced programs.
• Maintain an active customer database for future sales opportunities.
• Encourage referrals, testimonials and positive reviews.
• Develop customer-retention initiatives.
• Maximize revenue from existing customers through relevant additional training solutions.

7. COURSE & STUDENT COORDINATION

• Support customers throughout the registration and course-joining process.
• Provide joining instructions, venue details, schedules and other relevant information.
• Coordinate with trainers and operations teams to ensure smooth course delivery.
• Monitor student attendance, cancellations, transfers and postponements.
• Coordinate certification and course-completion requirements.
• Ensure students receive timely communication before and after training.
• Collect student feedback and communicate important issues to Management.

8. REPORTING & PERFORMANCE MONITORING

Prepare and submit regular reports covering:

• Leads/enquiries received
• Leads contacted
• Follow-ups completed
• Registrations generated
• Individual sales revenue
• Team sales revenue
• Individual upselling revenue
• Team upselling revenue
• Conversion rate
• Repeat business
• Customer complaints
• Customer satisfaction
• Lost enquiries and reasons
• Pending/ageing enquiries
• Team member performance

The Team Lead will provide Management with recommendations to improve customer satisfaction, conversion, upselling and revenue performance .

9. KEY PERFORMANCE INDICATORS – KPIs

The position will have clearly defined and measurable KPIs.

Sales & Revenue KPIs

• Individual Upselling Target
• Individual Revenue Conversion Target
• Cross-selling revenue

Customer Service KPIs

• Customer response time
• Follow-up completion rate
• Customer satisfaction
• Complaint resolution time
• Student retention
• Customer feedback and reviews

Team Management KPIs

Additional KPIs, targets and performance standards will be communicated by Management at the time of joining and may be revised periodically based on business requirements.

10. QUALIFICATIONS & EXPERIENCE

Essential

• Bachelor's degree or equivalent qualification preferred.
• Minimum 3–5 years of experience in customer service, sales, education, training or a related industry.
• Proven experience in sales conversion, upselling or cross-selling.
• Previous experience in team supervision or team leadership.
• Excellent spoken and written English.
• Strong telephone and interpersonal communication skills.
• Strong negotiation and persuasion skills.
• Good knowledge of CRM systems and MS Office.
• Strong follow-up and organizational skills.

Preferred

Experience in an education, professional training or certification-training company will be a strong advantage.

11. REQUIRED COMPETENCIES

The ideal candidate should possess:

Customer Orientation

• Strong customer-service mindset
• Excellent interpersonal skills
• Patience and empathy
• Professional communication

Sales Orientation

• Strong closing ability
• Persuasion and negotiation skills
• Upselling and cross-selling capability
• Target-driven approach
• Commercial awareness
• Ability to handle objections

Leadership

• Team management
• Coaching and mentoring
• Performance management
• Motivation
• Accountability

Personal Attributes

• Energetic and proactive
• Highly organized
• Strong follow-up discipline
• Positive attitude
• Problem-solving ability
• Ability to work under pressure
• Strong ownership and responsibility

12. ROLE EXPECTATION

The successful candidate must understand that this role is not limited to answering customer enquiries or resolving complaints .

The position is expected to drive the complete customer and revenue journey:

SERVICE → ENGAGE → CONSULT → FOLLOW UP → UPSELL → CONVERT → RETAIN → GENERATE REPEAT BUSINESS

The Team Lead will be expected to personally contribute to revenue generation while developing the Customer Service Team into a high-performing, customer-focused sales and revenue-conversion team.

13. PERFORMANCE & ACCOUNTABILITY

The employee will be directly accountable to Senior Management for:

• Customer-service quality
• Individual sales performance
• Individual upselling performance
• Revenue conversion from upselling.
• Customer retention
• Team productivity
• Achievement of assigned KPIs

Management reserves the right to introduce, modify or revise KPIs, targets, responsibilities and performance standards based on the company's business requirements.

Performance reviews will be conducted periodically, and incentives, salary increments, career progression and other performance-related benefits may be linked to achievement of assigned targets and overall performance , subject to company policy and applicable UAE law.

IDEAL CANDIDATE

We are looking for a high-energy, target-oriented and commercially minded professional who can combine excellent customer service with strong sales capability and effective team leadership.

The ideal candidate should be someone who can say:

“I don't just handle customers—I build relationships, convert opportunities, generate revenue and lead my team to achieve results.”