O’sense Inside Sales / Customer Success Officer

HERO CONTROL SYSTEM (HCS) LTD O’SENSE INSIDE SALES / CUSTOMER SUCCESS OFFICER JOB DESCRIPTION | Sales & Business Development Position Details Company Hero Control System (HCS) LTD Product O’Sense Department Sales & Business Development Reports to Chief Operating Officer / Commercial Lead Location Lusaka, Zambia Employment Full-time Role Type Inside Sales / Lead Generation / Customer Success 1. Job Purpose The Inside Sales / Customer Success Officer will support the O’Sense commercial team by generating and qualifying leads, managing WhatsApp, social media and telephone engagement, booking product demonstrations, maintaining the sales pipeline and ensuring new customers are successfully activated and supported. The role is the link between field sales, prospective customers, new customers and the HCS product/technical team. 2. Key Responsibilities A. Lead Generation & Qualification Build and maintain targeted prospect lists for O’Sense. Research businesses and identify relevant decision-makers. Conduct outbound calls, WhatsApp and social media messages and follow-up communication. Respond promptly to enquiries and inbound leads. Qualify prospects according to business need, size, decision-maker access, urgency and readiness. Keep accurate records of all prospects, interactions and next actions in the CRM. B. Appointment Setting & Sales Support Book qualified prospects for O’Sense demonstrations. Confirm appointments and reduce no-shows through reminders. Prepare the Sales Executives for demonstrations with relevant prospect information. Follow up prospects after demonstrations and record objections and buying signals. Support preparation and delivery of proposals where required. Escalate qualified opportunities to the appropriate Sales Executive or COO. C. WhatsApp-Based and Social Media Customer Engagement Use WhatsApp and Social media professionally as a primary communication channel with prospects and customers. Send approved product information, demonstrations, onboarding instructions and follow-up messages. Guide prospects to the appropriate O’Sense application based on their operational problem. Maintain a consistent and professional customer experience across WhatsApp, calls and email. D. Customer Onboarding & Activation Guide new customers through the initial setup process. Coordinate with HCS technical/product support when technical assistance is required. Ensure customers understand their selected O’Sense application and key workflows. Follow up during the first days and weeks after activation. Identify customers who register but have not activated or are not using the system. E. Customer Success & Retention Maintain regular contact with new and priority customers. Monitor early customer usage and identify adoption problems. Capture customer feedback, complaints, feature requests and recurring questions. Resolve routine customer issues or escalate them appropriately. Identify cross-sell and upsell opportunities for additional O’Sense applications. Support customer retention by ensuring customers continue receiving value from O’Sense. F. Sales Intelligence & Reporting Provide daily/weekly reports on leads, conversations, demonstrations, registrations and activations. Track reasons for lost opportunities and common customer objections. Identify which industries, messages and products are generating the strongest response. Provide structured customer feedback to the COO and product/technical team. Maintain accurate CRM records and ensure no qualified lead is left without a next action. 3. Primary Customer Journey Owned by the Role Prospect identified → contacted → qualified → demonstration booked → demonstration completed → registration → activation → early usage → payment/retention → expansion opportunity. The officer does not replace the field Sales Executives. Instead, the role increases their productivity by keeping the lead pipeline organised, ensuring follow-up happens and helping customers successfully move from interest to active use. 4. O’Sense Product Knowledge Understand the overall O’Sense proposition and the six applications: Xeel, SalesOps, Route43, MoneySense, Inventory and Workshop. Know the basic business problem each application addresses. Be able to explain O’Sense in simple, non-technical language. Know the approved current pricing and onboarding process once provided by management. Understand that customers can start with one application and add others as their needs grow. 5. Performance Targets – Initial 90-Day Pilot KPI Initial Monthly Target New prospects added/verified 150 Outbound contacts 120 Meaningful conversations 50 Qualified leads 25 Demonstrations booked 15 Demonstrations completed 10 Customer follow-ups completed 90%+ New customer activations supported 8+ CRM records updated 100% Unattended qualified leads 0 6. Qualifications & Experience Grade 12 certificate or equivalent. Diploma/degree in Business Administration, Marketing, Sales, Customer Service, IT or related field is an advantage. 1–2 years’ experience in inside sales, customer service, telesales, lead generation, account support or a related role. Experience working with CRM systems is an advantage. Experience supporting technology, telecommunications, SaaS or business-service customers is an advantage. 7. Skills & Competencies Excellent telephone and written communication. Strong WhatsApp communication and digital literacy. Customer-service orientation. Lead qualification and appointment-setting ability. Strong organisation and follow-up discipline. Ability to listen and identify customer needs. Basic sales and negotiation skills. Ability to learn and explain technology quickly. Problem-solving and escalation judgement. Attention to detail and accurate record keeping. Patience, professionalism and resilience. Ability to work with targets and deadlines. 8. Compensation Proposed package: 3,000 monthly base salary + K300 communication allowance. Any performance incentive or commission structure will be subject to HCS approval and the final O’Sense commercial model. 9. Working Relationship Reports directly to the COO / Commercial Lead. Works daily with the two O’Sense Sales Executives. Works closely with HCS technical/product support for demonstrations, onboarding and issue resolution. Provides customer and market intelligence to management. Maintains confidentiality and professional handling of customer information. 10. Selection Assessment Telephone role-play with a prospective SME customer. Written/WhatsApp response to a customer enquiry. Lead qualification exercise. Demonstration-booking exercise. Customer complaint and escalation scenario. Basic CRM/data-entry exercise. O’Sense — Operational software for your business. Built on the WhatsApp you already use.