Call Centre Sales Agent – Contract

Overall Purpose of the Role:

This multi-functional role provides an excellent opportunity for an experienced individual with Outbound sales, E-commerce and Superior Customer Service experience. This position reports directly to the Operations Manager. The Operations Sales agent is responsible for providing exceptional customer service and is required to be a dynamic brand ambassador and a multi-product expert with the ability to assist and support our customers with their enquiries and applications. The Operations Sales agent will contribute to the overall purpose of the team and will be responsible to generate revenue and enhance the clientâs experience.

Duties & Responsibilities

To act as the primary point of contact for any customer queries, answering phone and e-mail enquiries, resolving complaints or facilitating special requests in an efficient and timely manner.

To meet the set standards of productivity and quality in the department in order to achieve set KPIs

To provide superior customer service across all communication and business channels

To have an in-depth knowledge of all websites, e-commerce and sales team generated applications and associated processes

To have an in-depth knowledge of all Partner products, requirements and application processes, to enable you to treat each Partner client in the same manner as if you worked for the Partner

To have an in-depth knowledge of the Retail Capital products to enable you to impart this information to all customers on-line as well as telephonically

To take ownership of each customer query from inception to resolution 

Interact with customers to ensure all data on web to lead applications are up to date and enriched to the most complete level possible, using all tools available to complete this task to the highest quality

To make a quick and efficient assessment of the customer request to ensure the quickest and most efficient resolution of the request

To actively engage with stakeholders to ensure that all requests from customers are managed accurately and timeously

Proactively engaging with customers regarding complaints to protect the image and the RC brand, ensuring that feedback is provided to all stakeholders to ensure repetition of complaints are prevented

Dealing with all queries for new or existing customers

Contribute to a positive team and working environment

Ability to multi-task, providing feedback on new, in progress and decisioned applications in a structured and focussed manner

Ability to work with strict turn-around times ensuring a superior customer experience

Provide detailed feedback gained from customer conversations  

Key requirements for this position include

High level of attention to detail

A strong attendance, reliability and punctuality record

A strong work ethic and proven track record of being proactive and using initiative

Passion for Customer Service and the ability to resolve the most difficult issues timeously

A positive and flexible approach, ready and willing to do anything to get the job done

Ability to deal with difficult customers and situations in a professional and customer service focussed manner

Evidence strong interpersonal and team working skills, able to communicate successfully with a wide variety of people across all levels of the business (Operations, E-commerce, Finance, Collections, Retention Managers and Executives)

Ability to converse with Business Owners in a professional and comfortable manner

Ability to work independently and as part of a team, pre-empting and problem solving issues as needed

Previous experience in working in financial institutions and/or Customer Facing businesses

Proven time management and relationship skills required

Driven and self-aware

Qualification/s:

Matric

3-5 Years Call Centre experience

3 years minimum in a Highly Functioning Customer Service Environment

Retail or Financial Advisory experience with related knowledge & skills advantageous

Microsoft Office with proven Excel skills

Advanced business writing and conversational business language skills

Typing skills (minimum 30 words per minute)

Interpretation of Financial information with ability to explain information to customers

Creative, innovative and resourceful thinking

Comfortable navigating and providing online support when required