VSC Co-Location Sales Consultant, SBIB
Stanbic IBTC Bank
Gauteng, South Africa
2d ago

Job Details

Wealth Sales & Distribution

Job Purpose

  • To sell products in a Sales contact center in accordance with business needs, facilitate the development of customer loyalty through customer relationship management and to consistently portray a corporate image.
  • Key Responsibilities / Accountabilities

    Key responsibilities

  • Sale of designated products in line with targets set through Blended campaigns and the proactive response to positioned leads.
  • Relationship building within the vaf space
  • Application of defined business processes in carrying out tasks, and doing so in line with contact center best practice laid down by Contact Centre Management.
  • Ensure all aspects of the sale have been discussed by completing the checklist accurately.
  • Monitoring of personal performance relative to contact center productivity, call to quote ratios and sales made.
  • Ensure favorable NPS ratings by consistently promoting quality interactions with customers and prospective customers.
  • Personal development through involvement in mentorship, training and guidance provided by Team leader and Contact Centre Management.
  • Ensure productivity requirements are adhered to
  • Work on designated campaigns on dialer
  • Key performance measure

  • Target achievement of premium sales & quotes - Lead to quote and quote to sale ratios, call to quote ratios and sales made
  • Accurate capture of required information
  • Informative & accurate communication to our clients
  • Sale of SBIS products in line with specific sales targets.
  • A punctuality and attendance rating of 99%
  • Call audit rating of 95%
  • Provision of daily feedback to Team leader.
  • A minimum score of 3 / 5 in development and mentorship
  • Drive the achievement of sales targets set by the contact centre Team leader using Inbound and Outbound tele-campaigns.
  • Apply contact centre best practice in line with International standards and in support of SBIS business needs as dictated to by Contact Centre management.
  • Sale of products in vaf co-location space.
  • Participation in daily feedback meetings with Team Leader
  • Daily goal setting and planning around target and objectives
  • Weekly performance review with Team Leader
  • Participation in campaign reviews
  • Knowledgeable in all aspects of the company that affects or influences the contact Centre and products sold
  • Use initiative within limits or otherwise, keeping in mind the Customers and companies needs.
  • Escalation of challenges that cannot be resolved by the Contact Centre Management
  • Internal and external relationships

  • Build and maintain a favourable relationship with staff, supervisors and internal stakeholders and ensure that favourable relationships are maintained with all customers as well as sales consultants
  • The key to maintaining this is by ensuring that sales staff build a long-term customer loyalty relationship through customer relationship management this is both the team leader and consultant responsibility.
  • Problem solving

  • Problem solving ability attend to customer reaction and staff reaction, attempt to resolve any and all issues raised by the customer and staff within the framework of your ability and responsibility
  • Knowledge in all aspects of the business that impacts or influences the contact centre and our products.
  • Use initiative within limits keeping in mind the customer’s and company’s needs
  • Escalation of problems that cannot be resolved by yourself or within the contact centre
  • Patience and have a tolerance ability to handle Irate customers effectively and constructively and to ensure that we retain our customers
  • Planning

  • Proactive planning on a daily / weekly / monthly basis to ensure All targets are met overall (sales, talk time, productivity overall, attendance, punctuality)
  • Accurate management of Leave / Absenteeism an absolute necessity to avoid understaffing in the Contact Centre
  • Time management is vital punctuality is compulsory
  • Decision making

  • Ability to make decisions immediately and effectively without distorting the image of the business and without negatively impacting our customers and their relationship with the business.
  • Must seek advice from fellow supervisors and management if uncertain of the way forward regarding decision making.
  • Working conditions

  • Environment Contact Centre Sales environment (Enthusiastic, Pressurised-Target driven)
  • Travel - N / A unless to CVOP for training or communication sessions / meetings
  • Time flexibility Standard Hours apply however team leaders may be required to come in to work on Saturdays or to work after hours (Mon-
  • Fri) depending on the business needs, this is at management discretion ( overtime not applicable changes will be communicated if they occur)

  • Team leaders have the option based on their own prerogative, to put in extra time, voluntarily on Saturdays or after the normal working day has ended.)
  • Preferred Qualification and Experience

  • Matric Certificate
  • FAIS Short term min 150 Credits
  • RE5 Mandatory
  • Knowledge / Technical Skills / Expertise

    Knowledge

  • Short Term Product Knowledge
  • Familiar with using a dialer
  • Experience

  • 2 years sales experience / contact center
  • Short term experience motor, building and house contents.
  • Long term Insurance sales experience (advantage)
  • Code of Banking practice (advantage)
  • Apply
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