Hero Control System (HCS) LTD is seeking an O’Sense Inside Sales / Customer Success Officer. This role is crucial for supporting the O’Sense commercial team by generating and qualifying leads, managing customer engagement across various platforms, booking product demonstrations, maintaining the sales pipeline, and ensuring new customers are successfully activated and supported. The position acts as a vital link between field sales, prospective customers, new customers, and the HCS product/technical team.

Responsibilities or duties

Key responsibilities include:

• Lead Generation & Qualification: Build and maintain targeted prospect lists, research businesses, identify decision-makers, conduct outbound calls, WhatsApp, and social media engagement, respond to inquiries, qualify prospects, and maintain accurate CRM records.
• Appointment Setting & Sales Support: Book product demonstrations, confirm appointments, prepare Sales Executives, follow up after demonstrations, support proposal preparation, and escalate qualified opportunities.
• WhatsApp-Based and Social Media Customer Engagement: Use WhatsApp and social media professionally for communication, send product information and instructions, guide prospects to appropriate applications, and maintain a consistent customer experience.
• Customer Onboarding & Activation: Guide new customers through setup, coordinate with technical support, ensure understanding of applications, follow up post-activation, and identify inactive users.
• Customer Success & Retention: Maintain contact with customers, monitor usage, capture feedback, resolve issues, identify cross-sell/upsell opportunities, and ensure continued value from O’Sense.
• Sales Intelligence & Reporting: Provide daily/weekly reports, track lost opportunities, identify effective strategies, provide customer feedback, and maintain accurate CRM records.

Qualifications or requirements 

Qualifications include:

• Grade 12 certificate or equivalent.
• Diploma/degree in Business Administration, Marketing, Sales, Customer Service, IT or related field is an advantage.
• 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.

Experience needed

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.

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

The role requires understanding of the O’Sense proposition and its six applications: Xeel, SalesOps, Route43, MoneySense, Inventory, and Workshop. The officer must be able to explain O’Sense in simple, non-technical language and know current pricing and onboarding processes. The primary customer journey owned by the role spans from prospect identification to expansion opportunities. The officer does not replace field Sales Executives but enhances their productivity. Performance targets for the initial 90-day pilot include adding 150 new prospects, 120 outbound contacts, 50 meaningful conversations, 25 qualified leads, booking 15 demonstrations, completing 10 demonstrations, 90%+ customer follow-ups, supporting 8+ new customer activations, 100% CRM record updates, and zero unattended qualified leads. The proposed compensation package includes a K3,000 monthly base salary plus a K300 communication allowance, with potential performance incentives or commission structures subject to HCS approval. The role reports directly to the COO / Commercial Lead and works daily with O’Sense Sales Executives and closely with HCS technical/product support. Selection assessments will include telephone role-play, written/WhatsApp response, lead qualification, demonstration booking, customer complaint handling, and a basic CRM exercise.

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

• 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.

• 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.