Description

We are looking for an honest and enthusiastic telesales clerk to contribute to generating sales for the organisations and providing exceptional customer service to our clients.

To assist clients telephonically and electronically (Chat & E-mail) by taking their orders, dealing with customer service enquiries, and resolving complaints. Performing outbound calls to promote and sell products to existing and potential clients. Increasing sales and retaining the customer base through relationship building, product offering, cold calling, and cross-selling/upselling.

Responsibilities

•  Reduce the number of drop calls to zero
•  Maintaining a service Level 95%
•  Meet inbound calls target
•  Manage the chat and e-mail channels, ensuring immediate response to online clients and resolution of complaints and enquiries.
•  Adhere to good customer service principles as per Shoprite and adhere to all SOP as defined for your line of business
•  Conform to QA guidelines as set out by operations
•  Resolve and log client queries and complaints accurately using the provided systems
•  Achieve a quality score of not less than 80%
•  Ensure quality & accuracy when actioning tasks/providing information
•  Perform outbound calls to existing and potential clients to promote products / campaigns
•  Receive phone calls, chat & e-mail orders and accurately capture onto the system

Requirements

•  Matric (Grade 12)
•  Call centre certification and higher learning certificate or diploma advantageous
•  Minimum 6 months inbound call centre experience
•  Minimum 6 months outbound call centre experience
•  Experience in client retention and sales advantageous

Skills & Competencies

•  Proven record of accomplishment of successfully meeting sales targets and delivering exceptional customer service over the phone
•  Good telephone etiquette
•  Computer literate: MS Office, Call centre software and CRM systems
•  Target driven
•  Ability to perform under pressure
•  Negotiation skills and effective in handing objections
•  Ability to resolve issues and address complaints
•  Ability to work in a team
•  Ability to learn about products/systems and describe/explain them to prospects
•  Multilingual (English and two other South African languages)