CLS Human Capital Specialists
Call Centre Agent
Pretoria, Gauteng
Permanent
Posted 26 April 2023
Closing Date 31 July 2023
Job Details
Department
Hearing Hub
Minimum experience
Associate
Company primary industry
Medical Devices
Job functional area
Sales
Relationship Manager (Contact Centre) Job Description and Responsibilities
The purpose of this position is to be responsible for conducting telephonic sales and for handling customer issues pertaining to the sale of products within the market in the United States.
As part of this role, you will be responsible for making outbound and inbound sales calls (including cold calling), in addition to responding to customer support inquiries regarding the delivery and use of the products.
Training will be provided on the job with regard to the various goods that are manufactured and sold by the organization.
Who would be the best candidate for this position?
Someone with compassion as well as strong conversational skills to help build rapport with our customers, the majority of whom are over the age of 50.
A positive mental attitude and quick thinking will take you far in life.
It’s not just a product or its features that we’re selling here.
We are selling a solution that will assist customers in reestablishing connections to the aspects of their lives that are important to them.
It will be absolutely necessary to have the skills necessary to earn a client’s trust and travel a path with them.
REQUIREMENTS
Minimum education (essential): Matric
Minimum education (desirable): Relevant Certifications
One to three years of minimum relevant experience (in years), depending on the position.
The following types of experience are required:
Dealing with customers;
Making sales over the phone;
Working in a call center;
Providing technical support;
Administering business affairs;
Making cold calls;
Operating within a digital setting.
Essential skills and knowledge include the following:
Experience with CRM systems;
Telephonic sales experience;
Excellent communication ability and oratory;
Conflict management;
Salesforce experience;
Video calling experience;
And excellent English skills.
Other:
• Working shifts, four working days on, one working day off
• Working days are Monday through Friday Working hours are from 15:00 to 02:00
COMPETENCIES
Essential skills include:
Building rapport;
Persuading others;
Articulating information;
Thinking optimistically;
Understanding others;
Valuing individuals;
Capitalizing on opportunities.
Important skills include:
Analyzing information;
Building expertise;
Adopting practical approaches;
Generating ideas;
Interacting with people;
Making decisions;
Inviting feedback;
Demonstrating composure;
Resolving conflict;
Following procedures;
Managing tasks; and maintaining standards.
KEY PERFORMANCE AREAS, WEIGHTS & OBJECTIVES
30% of the time is spent on client support and relationship management.
- Figure out how to fix issues that end users are having so that the products can be used.
- Find solutions to problems in the most effective and time-efficient manner possible in order to cut down on the amount of time spent on each query.
- Be responsible for managing the ticketing system.
- Exercise discretion when elevating questions.
- You are required to respond to questions and provide feedback afterward.
- Always maintain a professional demeanor when communicating with and interacting with customers in order to guarantee the satisfaction of those customers.
- Keep a high ‘customer effort score’ by consistently going above and beyond for customers.
- Carry out all CRM duties that have been assigned to you, including calls of support and follow-up with existing customers.
New Business Generation 40%
- In order to generate potential revenue and to secure potential revenue, you must call new prospective customers.
Calls need to be followed up on.
Taking further action based on the leads provided. - Accomplish the objectives and goals that have been set.
- Sell additional products to customers who have already purchased something from you.
Communication Management 20%
- Always keep the logs of client interactions on Salesforce up to date.
- Provide feedback to clients and report on the campaigns.
- You are required to report to the other client relationship managers in the Contact Center and collaborate with them in order to guarantee customer satisfaction.
- Ensure proper operation of the ticketing system.
- You are responsible for ensuring that all other necessary documents, reports, and email accounts are accurate and up to date.
10% of the total is allocated to quality management and data security.
- Ensuring that all personal information pertaining to customers is kept strictly confidential;
- Ensuring that all client records are kept in accordance with established protocols.
COMPENSATION
- Pay scale: Base pay plus commission
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