Contact centre Sales Agent

Randburg, Johannesburg
Permanent
Part-time

27 days ago

OVERALL PURPOSE OF JOB:The Contact Centre Agent: Upgrades is responsible for handling difficult inbound / outbound cancellation calls. This Agent is responsible to retain customers and ensure that these customers remainMain Responsibilities (including but not limited to):

Answering Inbound calls timeously
Ensuring that all KPI’s are met (i.e. Conversion rates; FCR, NPS and save targets et al.
Ensure that revenue is not diluted
Achieve Vodacom Churn and up/cross selling targets
Retain existing customer
Responding to customer queries accurately.
Ensure that quality standards are met
Familiarize oneself with products and procedures.
Communication to customers telephonically and via email.
Attending to general administration.
Conduct customer needs analysis.
Achieve quality targets.
Overcome customer objections.
Adhering to service level agreements.
Always apply the three-tier approach when handling objections
Identify buying signal and apply test closing skills
Show willingness to assist customers and ensure that the TCF principles are applied (Treating customers fairly)
Adherence should always be key to avoid customers holding the lines for long

Skills and ExperienceKNOWLEDGE AND SKILLS:

Credit & Criminal Clear
Minimum 1 – 2 years’ experience in telecommunications/Sales
Excellent written and verbal communication skills
Energetic
Customer Service Driven
Must work Shifts

EDUCATION, QUALIFICATIONS, EXPERIENCE NECESSARY:

Grade 12/Matric
English and a Second language
MS Office

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