Outbound Telesales Agents

SUMMARY:
The Role:

Outbound Telesales Agent

Permanent Position

based in Randburg

Working Hours 08:00 - 17:00 Mon - Fri

...

POSITION INFO:
The Role:

Outbound Telesales Agent

Permanent Position

based in Randburg

Working Hours 08:00 - 17:00 Mon - Fri

1 Saturday a month

The Agent is responsible to effectively assist customers with general and specific queries, handling complaints by providing a consistent standard of service and compliance and to troubleshoot problems relating to our service offering.

The Agent is required to provide accurate information to the customer  by speaking to customers and listening to them to gain a better understanding of their needs and that ensure that unresolved calls are escalated to the correct internal stakeholders.

• Outbound:
  • Making calls to clients for purposes of sales, payments, updates, offers or renewals or other issues related to our services
  • Responding and listening efficiently and accurately to clients, explaining possible solutions and ensuring that clients feel supported and valued
  • Be attentive to clientâ??s mood and perception
  • Strong ability to sell and persuade clients in a non-aggressive, yet assertive manner
  • Ensure high conversion ratios
• General:
  • Engaging in active listening with callers by confirming or clarifying information and diffusing angry clients, as needed
  • Building lasting relationships with clients and Contact Centre team based on trust and reliability
  • Understanding and striving to meet or exceed our Contact Centre metrics while providing excellent customer service
  • Be professional and polite always
  • Taking part in training and other learning opportunities to expand knowledge of BPO and the Agent role
  • Adhering to Altron BPS policies and procedures
  • Escalating customer queries and/or faults that cannot be concluded on first contact, as required
  • Ensuring that customer details are captured accurately
  • Providing relevant information to ensure First Call Resolution
  • Maximising the overall customer experience in line with Altron Bytes People Solutions strategic objectives in conjunction with the Team Leader

• Minimum matric or NQF equivalent
• Management or leadership qualification (i.e. diploma, etc.) an advantage
• Relevant tertiary qualification advantageous
• Minimum of 1 year working experience preferred
• Sound knowledge of MS Office and Excel and Word
• Numerical ability
• Excellent verbal communication skills
• Fluent (speak, read write) English and/or other multiple languages
• Ability to demonstrate a good knowledge and understanding of the dynamics of the Contact Centre and how to effect performance through practical measures
• Ability to display sound interpersonal, assertive communication conflict resolution skills
• Ability to build strong relationships with key product owners
• Ability to deal with complex customer queries
• Demonstrate the ability to manage work load and prioritise activities
• Displaying high level of integrity, professionalism and trustworthiness
• Ability to display high level of professionalism and an understanding of ethical conduct
• Problem analysis, problem solving and negotiation skills
• Cooperative and empathetic to colleagues and customers
• Team builder and approachable
• Serious and passionate about customer service and working in a customer services industry
• Questioning and probing ability together with negotiating skills persuasiveness
• High standard of telephone etiquette
• Adaptability
• Resilient
• Accountable
• Stress tolerant

 

NB! This job is now closed. You can apply for other jobs by uploading your CV.