Customer Outreach Agent

SUMMARY:

POSITION INFO:
About the role:
As the Customer Outreach Agent for our outreach division, you will play a pivotal role in maintaining and enhancing customer relationships within our existing client base. Your primary responsibility will be to proactively engage with customers to facilitate contract renewals and promote the sale of additional services and products. This role is essential for driving customer satisfaction, loyalty, and revenue growth.

Responsibilities:

• Adhere to  Feathercom policies and procedures including scripts, credit vetting rules, as well as verification protocols.
• Maintain and enhance customer relationships and engage customers by going the extra mile.
• Maintain enthusiasm and ensure that energy levels are always appropriate.
• Ensure that you maintain excellent telephone etiquette.
• Ensure that the minimum daily targets are met as per the line manager.
• Use Zoho and other approved platforms to contact leads that are provided.
• Ensure that all leads are prioritized and contacted.
• Ensure that you update and maintain records through pipeline management.
• Obtain and update customer information through your telephonic screening.
• Conduct a customer needs analysis to determine a suitable product and/or service.
• Respond efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engage in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Determine eligibility by comparing updated customer information to recommended product requirements.
• Ensure that additional products are offered with each and every interaction.
• Send daily customer interaction reports to the relevant line manager.
• Seize opportunities to upsell products when they arise.
• Manage your customer queries and escalations.
• Log cases for any potential customer query arising from sales calls.
• Provide daily sales reports to the line manager.
• Keep organized with regard to customer interactions and required follow-ups.
• Complete and update all relevant sheets, reports, and trackers, as per company requirements.
• Maintains communication equipment by reporting problems.
• Maintains and improves quality results by adhering to standards and guidelines, and recommending improved procedures.
• Attend staff meetings and Telkom training initiatives.
• Complete all Feathercom-related assessments as instructed by the training department.
• Keep updated with the latest policies, packages, devices, trends, competitive products, and services.

• Matric.
• Qualification in Business Management/ Marketing.
• South African unemployed youth aged between 18 and 34.
• Must not have taken part in the YES Program before.