Overall Purpose of the job:
To provide a superior service level to internal and external customers via all contact channels and media. Phone lists daily either outbound from landlines or working on dialler to achieve legit set sales or appointment targets with potential clients. Appointments can be either reconnections, new, upgrades, link ups or relocations.
Minimum qualifications and experience:
Matric
Post Matric qualification - preferred
A minimum of 1-year customer service experience
A minimum of 1 year cold calling experience within a sales call centre
At least 1 year's administration experience within a client-centric environment
Computer literacy in Microsoft Outlook, Excel, Word, and PowerPoint
Main duties & Responsibilities:
Making outbound calls on lists to try and secure sales or sales appointments or working on Dialler lists 90% of a working day.
Answering inbound calls as well as assist customers who have specific enquiries.
Transferring calls to other departments as and when needed.
Handling and resolving customer complaints or escalating on calls if in scope.
Verifying listener information
Passing required QA results if applicable.
Achieving business strike rate requirement, call volume requirement and daily targets on either sales or appointments or technical calls booked.
Working as a team and assisting colleagues with daily contact centre operational issues.
Behavioural Competencies:
Customer focus
Drive and create urgency with potential clients
Being ethical
Passion for selling
Good follow up skills and practices on tasks
Negotiation skills
Drive for results
Action orientated
Active listening
Attention to detail
Able to build report telephonically
Resilience
Active cold calling
Empathy
Adaptability
Positiveness
Organising
Planning
Time Management
Excellent communication skills (verbal and written)
Dealing with ambiguity
Informing
Integrity and trust
Patience
Leave effective voicemails
Closing rate of over 80-90% of deals