Overview
We are looking for a passionate and professional full time sales operations analyst to come and join our team.
This role is the ideal starting point if you aspire to work in product management, business intelligence and analysis or sales and business development, in a technology company.
This is a unique opportunity to be a part of a real down-to-earth start-up environment in one of London’s coolest neighbourhoods. We offer you the chance to have one of the most important roles in the company and participate in our fast growing development.
We are based in Shoreditch, London, in the heart of the Tech City, among dozens of technology startups, minutes away from the head office of Tech giants like Amazon, Farfetch or Salesforce and a block away from the City of London, the world’s largest financial center.
About us
Online Filings is on a mission to help entrepreneurs start and run their business in a few click from their mobile. Online Filings is a software and web-application developer that designs tools that simplify the way entrepreneurs run their business from incorporation to accounting. We also have strong partnerships in place with companies like Barclays Bank, WorldPay or TransferWise to provide additional services to the entrepreneurs using our platform.
Our Mission
We help entrepreneurs focus on their business while we deal with all their business-related admin tasks/back office and provide them access to top business service providers’ offers, from business bank accounts to insurance policy, card reading machine or office space etc...
The role
We aim at providing the best-in class customer sales experience to our retail customers.
As a sales operation analyst, you will administer, analyse and optimise all online sales transactions coming from entrepreneurs. You not only need to be extremely comfortable talking to customers over the phone, you also need to have a strong attention to details and analytical mind to resolve customers and system issues,
Sales administration:
- Respond to inbound customer emails and tickets, relating to products, subscriptions, contracts, invoicing, etc...
- Process refunds/cancelation according to the company's policy
- Provide outstanding customer service to our clients, by phone, email and online chat to ensure they have the best experience possible, troubleshooting their problems and answering their questions
- Train users to ensure high levels of product adoption and maximum product utilisation
- Resolve customers’ complaints, taking action to FIX problems, and following up regularly to ensure a rapid solution for customers
- Up-sell accounting products and partners services
Sales process analysis:
- Work with tech and product teams to identify and resolve issues, system bugs improve client satisfaction and further advance our automation capabilities
- Understand Online Filings product suits and softwares inside out, to make suggestions and participate in the implementation of new products/features
- Analyse possible friction points for users that may confuse or discourage them from completing the service
- Analyse the needs of the customers so that new products and services can be introduced to upscale
- Get in the shoes of customers to analyse how they navigate the page and forms
- Review, report, and edit the content and transactional pages of the website
Sales process optimisation:
- Write and compile documentation (Process maps, guides, FAQ’s, templates, etc),
- Build email templates to automate, reduce customers’ response time and increase the quality of customer support
- Develop training material for users
- Propose solutions to make the process more approachable and intuitive both internally and for customers and participate in the implementation of the solutions
- Identify and report bugs on the scrum board and work with the tech team to resolve them
- Propose solutions to optimise and improve the efficiency and automation of the sales operations process
- Write content aimed at optimising the customer experience and maximising cross-sales opportunities
Job Types: Full-time, Permanent
Education:
Experience
18- 24 months minimum
Language:
Flexible Working Options Available: