Call Centre Agent

Relationship Manager

Introduction:

A medical technology company situated in Pretoria is seeking a dynamic Call Centre Agent with 2-5 years of experience to join their team.

Job purpose:

Responsible for telephonic sales and handling customer issues pertaining to the sales of hearing aids within the United States market.

The role will include outbound and inbound sales calls (including cold calling) as well as the provision of support queries from customers on the delivery and use of the hearing aids.

In-the-job training will be provided with regard to hearing aids and hearing loss.

Requirements

Minimum education (essential):

Matric

Minimum applicable experience (years):

1 - 3 years

Required nature of experience:

· Customer relations

· Telephonic sales and cold calling

· Call centre

· Administration

· Working within a digital environment

Skills and Knowledge (essential):

· CRM system experience

· Telephonic sales experience and high conversion rates

· Excellent English skills with a neutral accent

Other:

· Working hours from 15:00 - 02:00

· Working shifts, four working days on, one working day off

· Monday to Friday, occasionally on Saturdays

KEY PERFORMANCE AREAS, WEIGHTS & OBJECTIVES

Client Support and Relationship Management (30%)

· Solve problems for end users to get the products working.

· Solve problems as effectively and efficiently as possible in reducing the time spent with each query.

· Manage the ticketing system.

· Escalate queries with discretion.

· Respond to queries and follow up with feedback.

· Conduct business professionally when communicating and interacting with clients to ensure client satisfaction.

· Maintain a high ‘customer effort score’ by going above and beyond for customers.

· Complete assigned CRM tasks for follow-ups and support calls to clients.

New Business Generation (40%)

· Generate and secure potential revenue by:

o Calling new prospective clients.

o Following up on calls.

o Following up on supplied leads.

· Achieve set goals and targets.

· Upsell additional products to existing clients.

Communication Management  (20%)

· Keep client interaction logs up to date on Salesforce.

· Report on campaign...