Call Centre Consultant
Mpower
Pretoria, Gauteng
2d ago
source : findojobs-za

Job OverviewThe Call Centre Consultant is responsible for customer engagement, customer service and sales generation through inbound and outbound telephone calls by providing expert advice and information relating to products, services and offers.

Objectives of this RoleCustomer retention, customer acquisition and sales generation through telesales while complying to Standard Operating ProceduresPromote, market and sell products or services, and to close dealsMeet sales and performance targets, achieve productivity levels and deliver top quality customer service standards Acquire a high-volume call and sales conversion rate Follow communication scripts and use knowledge base to generate interest and demand in the company's products, services and offers Identify and respond to customer needs by providing personalized service Evaluate enquiries and inquiries, and formulate viable solutions for customersProvide complete information on products, services and offersMaintain customer service etiquette and adopt professionalism, patience, and a people-first attitudePreserve ownership of the customer engagement throughout the lifecycle of the dialogue Key ResponsibilitiesGenerating and processing sales orders, and acquiring a high conversion rate through successful customer engagement Handling a large volume of inbound calls in a timely and professional manner to generate salesAnswering phone calls from customers professionally and responding to customer enquiries and inquiries objectively Applying dialogues scripts during customer engagement Accurately providing product and service information to customers comprehensively Addressing customer preferences and recommending cross-sell and up-sell options conciselyIdentifying and fulfilling customer requirements and requests precisely Accurately capturing customer and product informationHandling and resolving customer complaints in respect of sales and service problemsIdentifying and escalating priority issuesCreating and maintaining case management records for escalation and remedy Building customer confidence and positive relationships by ensuring professional customer serviceMaintaining quality results by adhering to standards and guidelinesPerforming applicable administration and service routines meticulously Marketing each product or service skilfully Complete understanding of sales and after-sales policies, procedures and guidelinesParticipating in educational opportunities and updating knowledge base in respect of sales methods, selling points, technical specifications, offers, new and existing product line and service information Functional Obligations Consistently make a good first impression Engage customers in dialogue that opens opportunitiesCommit to departmental and individual targets / goalsMeet company expectations for excellent customer serviceUpdate contact database accurately Provide information regarding product or service in an engaging mannerAnswer all customer questions honestly and accuratelyTake relevant notes on all calls for trend analysis and customer behaviour patterns Process sales orders quickly and accuratelyMaintain a friendly, professional tone at all times Ability to follow scripts without sounding mechanical Uphold and preserve the companys reputation Function as part of the team with sincere enthusiasmNegotiate sales and address any concerns / reservations of customersQualifications and Experience Grade 12 Call Centre or telesales certificationIn-depth knowledge of consumer behaviour Talented professional Proven experience in a sales related roleMinimum 5 years experience in telesales Skills and KnowledgeNatural ability for customer focus Product knowledge (In-house training) Demonstrates interpersonal skills to engage with customers effectivelyProfessional verbal communication skillsStrong attentiveness and listening skillsBest practice telephone etiquette Strong persuasion and negotiation capabilityAbility to multitask and operate under pressure to meet lead times Quick thinkerHighly focused and target drivenHigh level diligence with meticulous attention to detailExcellent problem-solving Polite, personable and friendly tone of voiceFluent English, bilingual a plus Basic user of Microsoft Office (Excel, Word, Outlook)

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