Sales & Customer Experience Officer

Company Overview

Amber Group Limited is an international software business grounded in humanitarian principles and a commitment to social development. It builds technology products designed to improve safety, security, convenience, and peace of mind for end users, while also creating meaningful value for companies. The workplace is described as fast-moving, innovation-led, and centered on precision, integrity, and ongoing improvement so that new features and platforms can be launched quickly.

Role Summary

This role goes beyond a standard front-desk function and serves as the main logistical and commercial hub within the Amber operational structure. It acts as the first point of contact for the customer journey across retail customers and the micro-fleet segment, while also handling smaller business accounts with up to four vehicles. Larger business accounts are handled elsewhere, while this position focuses on moving quickly to convert and onboard retail customers and small operators.

Using the company’s systems and tools, including ZohoCRM, Zoomshift, and the Amber Portal, the officer is expected to drive revenue conversion from the first customer interaction and ensure that field teams follow deployment standards without exception.

Key Responsibilities

• Handle incoming calls, web chats, WhatsApp messages, and walk-in enquiries, then turn them into scheduled installations or confirmed sales.
• Assess business leads as they come in and close accounts for fleets of one to four vehicles, while referring larger opportunities with five or more vehicles to the specialist B2B sales team.
• Identify upsell and cross-sell opportunities, such as add-ons like an engine immobilisation upgrade or an AI dashcam, and complete payment processing.
• Maintain strict CRM discipline by recording every customer interaction, lead source, and pipeline update within 15 minutes of the activity.
• Use the Zoomshift platform to create, adjust, and dispatch daily routes for field installation teams across retail, micro-fleet, and enterprise assignments.
• Track technician movements through geofencing and GPS check-ins/check-outs to reduce travel delays and avoid unrecorded downtime.
• Review schedules to spot conflicts, share access details such as gate codes and site contacts with technicians, and give customers accurate arrival windows.
• Create customer profiles in the Amber Portal and verify key onboarding data, including customer details, VIN, license plate information, and subscription tier, so technician device mapping can proceed smoothly.
• Guide B2C and micro-B2B customers through app onboarding after installation, including password setup, notification preferences, and basic navigation support.
• Serve as the first escalation point for customer support, resolving non-technical billing or portal access issues and escalating wiring or hardware concerns to technical support.

Qualifications and Experience

The ideal applicant should have 1 to 2 years of experience in high-volume customer experience, logistical coordination, or inside sales, preferably in telecom, fleet management, or other tech-enabled service environments.

Applicants should be comfortable working with small business owners such as tradespeople, contractors, and local delivery operators, and should be able to close deals quickly for assets up to four units without lengthy sales cycles.

Strong software fluency is important, particularly with CRM tools such as ZohoCRM, Salesforce, or HubSpot, along with online scheduling and dispatch platforms like Zoomshift or Deputy.

The role also calls for clear verbal communication, strong emotional intelligence, and the resilience to manage large volumes of customer interactions in a calm and professional manner.

A diploma or degree in Business, Marketing, Communications, or a related area is preferred.

Additional Information

This position is based in Kingston, Kingston, Jamaica and is a full-time onsite role.