Call Centre Agent

Employer: CLS Human Capital Specialists

Location: Pretoria, Gauteng

Job Type: Permanent

Department: Hearing Hub

Minimum experience: Associate

Company primary industry: Medical Devices

Job functional area: Sales

Job Description: Relationship Manager (Contact Centre)

Job purpose:

Responsible for conducting telephonic sales as well as handling customer issues pertaining to the sales of products within the United States market. The role will include outbound and inbound sales calls (including cold calling) as well as the provision of support queries from customers on the delivery and use of the products.

In-the-job training will be provided with regard to products that the company manufactures and sells.

The ideal person for this job?

Somebody with empathy and good conversational skills to build rapport with our clients (who are mostly over the age of 50). Quick thinking and a go-getter attitude will get you far! We are not simply selling a product or features. We are selling a solution that will assist clients in reconnecting to the world they love. Being able to build trust and take a journey with a client will be absolutely necessary.

REQUIREMENTS

Matric
Experience (years): 1 – 3 years

Required nature of experience:

Customer relations
Telephonic sales
Call centre
Technical support
Administration
Cold Calling
Working within a digital environment

Skills and Knowledge (essential):

CRM system experience
Telephonic sales experience and high conversion rates
Excellent English skills
Excellent communication ability and oratorship
Conflict management
Salesforce experience
Video calling experience

Other:

Working hours from 15:00 – 02:00
Working shifts, four working days on, one working day off
Monday to Friday

COMPETENCIES

Essential Competencies:

Establishing Rapport
Convincing People
Articulating Information
Thinking Positively
Understanding People
Valuing Individuals
Taking Action
Seizing Opportunities

Important Competencies:

Examining Information
Developing Expertise
Adopting Practical Approaches
Generating Ideas
Interacting with People
Making Decisions
Inviting Feedback
Showing Composure
Resolving Conflict
Following Procedures
Managing Tasks
Upholding Standards

KEY PERFORMANCE AREAS, WEIGHTS & OBJECTIVES

Client Support and Relationship Management 30%

Solve problems for end users to get the products working.
Solve problems as effectively and efficiently as possible in reducing the time spent with each query.
Manage the ticketing system.
Escalate queries with discretion.
Respond to queries and follow up with feedback.
Conduct business in a professional manner when communicating and interacting with clients to ensure client satisfaction.
Maintain a high ‘customer effort score’ by going above and beyond for customers.
Complete assigned CRM tasks for follow ups and support calls to clients.

New Business Generation 40%

Generate and secure potential revenue by:
Calling new prospective clients.
Following up on calls.
Following up on supplied leads.
Achieve set goals and targets.
Upsell additional products to existing clients.

Communication Management 20%

Keep client interaction logs up to date on Salesforce.
Report on campaigns (feedback to clients).
Report to and work with other client relationship managers in the Contact Centre to ensure client satisfaction.
Maintain ticketing system.
Ensure other required documents, reports and email accounts are up to date and accurate.

Quality Management and Data Security 10%

Maintain absolute customer confidentiality and protection of personal information.
Maintain client records in accordance with procedure.

COMPENSATION

R12 500ctc

Closing Date: 31 October 2023

CLS Human Capital Specialists