B2B Sales Support Associate Executive

What's The RoleProvide comprehensive and proactive care and customer service to Corporate, Enterprise, Government, SMB, managed and non-managed customers in an effort to increase loyalty, revenue and customer retention. This includes responsibility to ensure that the end to end processes that support the Customers are working effectively, including service and billing accuracy. This role is crucial in building effective relationships with all customers and will require direct contact and support for any customer query or issue. The Sales Support Executive will act as the facilitator of customer requests into the business as well as supporting any requests that come through the Account Management teamsWhat You'll DoManage and process service request for all business accounts including the non-managed customersUpsell to all business customers (managed and non-managed)Manage and be the single point of contact for all service issues for the customerAnalyse customer accounts with the view of looking for opportunities to upsell products and services to all business customersHandle implementation of customer installations including voice, data, mobile and managed services by working closely with Account Executive and relevant departmentsManage the movement of all work orders within the Sales departmentAssist Account Executives in achieving and exceeding established set monthly targets against set objectivesDevelop rapport with respect Account Executive including attending visits to all business customers along with Account Executives as requiredUtilize all systems such as Liberate, SCCD, SAP, Salesforce, WebSI and other relevant platforms to facilitate implementation and restoration of servicesInvestigate and process all queries related to all business customersAssist in customer retention by means of a call plan in order to contact customers quarterly, with a view of creating rapport, building customer loyalty and retention and increased revenueProvide ad hoc reports and information as required;Identify and propose improvements that would better our assistance to the customer.Actively participate in improving performance and development of teamSupport any other specific requirements as directedKnowledge & Experience5 CXCs including Maths & English2 years attendance at college is preferredPreferably three (3) years experience in sales, support or related customer experience role in the Telecommunications or Information Technology Industry.High-level knowledge of the functions of key departments including Finance, IT, Network Engineering, Service Delivery and Business SolutionsSkills & AbilitiesListening skills, to understand exactly what customers require;Excellent communication (written and verbal), negotiation, customer service and interpersonal skills.Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations;An ability to work well under pressure in a fast-paced environmentA thorough knowledge of the Company’s products and services and a keen understanding of the differences between products and services offered by Cable & Wireless;Proficient use of PC computer programs and keyboard skills including Microsoft Word and Excel;Knowledge of Liberate, Cerillion, SCCD, Access Care, Salesforce and SAPTeam orientated; excellent organizational skills and presentation skillsStrong appreciation of the technical functions within C&W as well as of the cultural, social and political aspects within the Cayman Islands and wider Caribbean is desirablePersonal Characteristics:Ability to develop and maintain good customer relationships;Ability to resolve customer conflict quickly and efficiently;Ability to work in a team environment;Ability to follow define policies, processes and procedures;Possess specific performance skills including decision making/problem solving, tolerance and ambiguity.Who We AreWe are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the regionWhy Join UsTechnology excites us enables us and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws#LI-PW1 #J-18808-Ljbffr

Created: 2025-09-17