Sales and Service Contact Centre Agent (X6)

GENERAL PURPOSE

Your role is to sell and provide after sales service support of our products to our chosen target market.

You will do this through understanding and learning our product set, our value added services and our art of selling and supporting.

RESPONSIBILITIES

• Excellent customer service skills (including questioning, probing, listening, establishing rapport, matching and follow-ups)
• Genuine passion for speaking to customers, answering queries and a clear communicator
• To ensure customers queries are answered with the aim of a first time resolution
• To ensure that queries are responded to within our agreed response time
• To ensure the best customer care experience is given to all customers
• To achieve KPI’s whilst maintaining excellent quality
• To handle customers across different platforms, including Social Media, Email, Live Chat and Telephony
• You will work with your colleagues across customer care to identify and highlight trends in any customer queries
• Be passionate about being the best you can be and want to achieve targets
• Strong team working ability
• Flexibility and able to adapt quickly to changing priorities
• Ambitious and willing to accept new challenges
• Acknowledging and resolving customer complaints
• Knowing our products inside and out so that you can answer questions
• Processing applications, and requests
• Keeping records of customer interactions, transactions, comments and complaints
• Communicating and coordinating with colleagues as necessary
• Providing feedback on the efficiency of the sales and customer service processes
• Ensure customer satisfaction and provide professional customer support
• Being able to handle 100+ inbound and outbound calls a day
• Maintaining email and phone etiquette as per agreed guidelines
• Confidentiality in handling customer queries
• Consistent attendance standards
• Proper use of the customer support platforms
• Meeting response time and sales targets
• Recommend initiatives in better addressing customer queries
• Using our brands values as a guide in guide in dealing with customers
• Treating customers fairly in all customer engagements
• All other ad hoc tasks and responsibilities as assigned by management

• Attend to all calls in a professional manner and in line with contact center SLA’s
• Upselling & Cross-selling to customers to optimize sales basket
• Handle all client communications and queries and escalate where needed
• Ensure customer satisfaction with each call by correctly assisting with any related query stakeholders may have
• Provide customers with product and service information
• Ensure adherence to all company SOP’s (Standard Operating Procedures)
• Adherence to customer service quality standards to effectively manage any customer risks
• Manage all product and service information in accordance with company specifications
• Close sales by overcoming objections with the support of the Sales Manager and/or Regional Sales Coach.

• Flexible for both the company and customers

EDUCATION

• Grade 12

EXPERIENCE

Essential

• 1yrs Experience in sales and customer service
• 1yr Contact centre experience
• Inbound and outbound experience
• Microsoft suite experience

• Telephone etiquette
• Verbal and written communication skills;

 Desirable

• Tech Savvy
• Sales and or Service Qualification
• Call centre NQF2/3/4
• NQF 5/6- business studies or equivalent
• Understanding of service levels and call centre principals

Closing Date: 17 June 2022

Important: Correspondence will only be entered into with short listed applicants. Should you not hear from us within four weeks, please consider your application unsuccessful.