Senior Customer Service and Sales Officer

Position Overview

Position Details

• The role is located in Abu Dhabi, UAE.
• The position reports to Senior Management and leads the Customer Service Team.
• Employment type is full-time.

Core Responsibilities

• Manage enquiries, provide accurate course information, resolve complaints, and maintain a high standard of customer experience.
• Convert qualified enquiries into paid registrations through consultation, follow-up, proposals, objection handling, and closing.
• Identify additional training needs and generate revenue through upselling, cross-selling, repeat business, and customer retention.
• Manage team activities, allocate enquiries, monitor KPIs, coach staff, conduct reviews, and support difficult opportunities.
• Maintain CRM lead records, track follow-ups, analyse conversion performance, and prevent qualified opportunities from being neglected.
• Coordinate registration, joining instructions, course schedules, attendance, certification, student feedback, and course delivery support.
• Report on sales, revenue, upselling, conversion, retention, complaints, satisfaction, ageing enquiries, and team performance.

Qualifications and Experience

• A bachelor's degree or equivalent qualification is preferred.
• At least 3–5 years of experience in customer service, sales, education, training, or a related industry is required.
• Proven sales conversion, upselling or cross-selling experience and previous team supervision or leadership experience are required.
• Excellent spoken and written English, strong communication, negotiation, persuasion, follow-up, and organizational skills are required.
• Knowledge of CRM systems and Microsoft Office is required.
• Education, professional training, or certification-training company experience is advantageous.

Required Competencies

• The role requires customer orientation, patience, empathy, professional communication, and strong relationship-building.
• The role requires closing ability, objection handling, commercial awareness, target focus, upselling, and cross-selling capability.
• Leadership competencies include team management, coaching, mentoring, performance management, motivation, and accountability.
• The candidate should be energetic, proactive, organized, resilient under pressure, and able to take ownership.

Compensation

• The stated salary range is AED 4,000–5,000 plus incentives based on upsell revenue and other KPIs.