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

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