Mar 20, 2018
The Customer Service Agent is responsible for providing sales support to Customers in a high-volume call center and must ensure accurate and timely feedback, follow-up with Customers on incomplete queries, and upsell to increase revenue and provide exceptional customer service. This position has sales accountability and performance measures.
Key Role Outputs
You will provide recommendations through needs-based selling, identify Customer needs using questions, educate Customers on the value, features and benefits of their services, and be able to ask for the sale As a Customer Care Agent, you will be responsible to retain customers through identifying customer concerns and selling the value of client products and services. Receive inbound retention calls from current Customers, for sales and revenue generation, in a high-intensity call center environment Utilize proactive persuasive/retention skills to turn requests for disconnection or downgrade into sales and save opportunities by identifying customer needs. Achieve monthly key performance metrics, call and order entry productivity standards, and call quality performance through utilization of persuasive skills, defined call flow structure, and adherence to provided schedule. Educate Customers on active product features, service offerings, billing, charges, and product value Research and review competitive pricing and service offerings to provide competitive price and product comparisons based on customer needs Meet and exceed goals by generating sales from inbound calls and follow-up with potential Customers to sell products and services Deliver best-in-class service experience in a professional courteous manner to our Customers Successfully converting online applications into Members to meet performance metrics and sales goals Become a Top Sales Performer while having a genuine interest in helping people Compliance with guidelines for upsells, sales techniques and other departmental procedures Ability to deal with Customers patiently, tactfully and efficiently by presenting services to the Customer for save and sales opportunities and completing save/service application activity in an accurate and timely manner. Manage large amounts of inbound and outbound calls in a timely manner. Identify Customers’ needs, clarify information, research every issue and provide solutions and/or alternatives Seize opportunities to add to the Members profile by upselling and cross selling policies according to daily targets set by Supervisors to increase turnover and growth on the book Build sustainable relationships and engage Customers by going the extra mile. Keep records of all conversations in our call center database in a comprehensible way Initiate required action for response to Customer’s service requests. Ensure and provide quality service to both internal and external Customers Prepare, generate and distribute daily reports and acknowledgements on work received and tasks completed . Maintain detailed call activity reports and provide it to the Customer Care Manager/Supervisor on a regular basis. Perform other related duties as assigned by management Communicate courteously with Customers by telephone, email, letter and live chat Investigate and solve Customers' problems, which may be complex or longstanding Develop feedback or complaints procedures for Customers to use Actively participate in morning meetings, addressing departmental needs and issues bb) Report training requirements to Supervisors to deliver a high standard of customer service Learn about the company’s products or services and keep up to date with changes. Ensure high levels of work attendance and time management is continuously maintained Retain existing Members by objection handling and provide excellent service delivery-hence ensuring the company’s ability to earn constant revenue
Mandatory Qualifications Matric RE 5 Qualification
Advantageous Qualifications A qualification in Counselling/Psychology or Sales/Marketing . Mandatory Experience/Exposure Min of one years’ working experience in a Customer support role within a call centre environment Must possess previous sales experience in the Medical Insurance sector. (Experience not necessary if a good pitch can be delivered) Fluent in English and at least one African language Familiarity with CRM systems and practices will be an added advantage Customer focus and adaptability to different personality types. Track record of achieving targets.
2-3 Years’ call center experience in the Insurance field . Knowledge and Skills
Have good command of the English language, both verbal and written. Strong phone and verbal communication skills Active listening skills Ability to adapt according to different situation Be able to work independently Computer literate – MS Word, MS Excel, MS Outlook Focused on customer needs and satisfaction Ability to multi-task, set priorities and manage time effectively Excellent telephone etiquette Excellent interpersonal skills. Organizational skills
Desired attributes Must work well under pressure Ability to multi-task, prioritize and manage time effectively Must be able to prioritize. Self-motivated Adaptable. Must be empathetic and possess self-control Honest, hardworking and humble.
NOTE: Applicants will be selected according to the vacancy criteria. Interested individuals may submit their CVs to the HR Department via email
Benoni, South Africa