Sales System & Communication Support Supervisor

The System Support & Communication Supervisor is responsible for supporting and centralizing communication with Agents, supporting them in resolving system and operational issues, and ensuring seamless coordination between the internal teams and Agents. The role involves creating and maintaining efficient processes, drafting and revising SOPs, and providing training to ensure effective use of systems and programs.

Key Accountabilities:

• Centralize and supporting all official communication to Agents through the DMT Communication email. 
• Prepare and distribute official documents, reports, and letters for briefings and communication with Agents.
• Develop, revise, and implement Standard Operating Procedures (SOPs) to ensure clear and effective operational processes.

• Provide support to Agents in resolving system and operational issues promptly and efficiently. 
• Coordinate with the Digital & Technology (D&T) team to address technical problems and ensure system functionality. 
• Participate in system testing, new deployments, and promotion setups to ensure smooth implementation and operation. 
• Compile and present aging reports in Micro Meetings for updates and action planning. 
• Track and manage open and overdue sales orders to ensure timely completion. 
• Monitor and coordinate daily payment processes with the OTC team for Agents.
• Build and maintain strong relationships with Agents and internal stakeholders. 
• Organize and facilitate meetings, including booking venues and coordinating participants. 
• Share Agent information (PA Agreement, SLA, contact, location) with relevant internal stakeholders.
• Conduct virtual and in-person training sessions for Agents on systems, programs, and promotions. 
• Offer refresher training as needed to maintain high levels of proficiency among Agents

Requirements:

• Bachelor’s degree in Business Administration, Information Systems, Communication, or a related field.
• Proficiency in Microsoft Office, CRM software, and basic understanding of database management, system integration, and troubleshooting.
• 2 years in system support, communication management, or a similar role, ideally within FMCG, telecom, or related industries. 
• Proven experience managing communication channels, drafting SOPs, and coordinating with multiple stakeholders. 
• Experience in conducting training sessions and supporting system deployments is a plus. 
• Proactive and detail-oriented with strong organizational skills.
• Excellent communicator with the ability to simplify complex issues.
• Adaptable and comfortable working in a fast-paced environment.
• High level of integrity and a positive attitude toward challenges.
• Collaborative team player who can build strong working relationships with both internal and external stakeholder.
• Good command of English, both written and spoken.