EBU UPGRADES OUTBOUND SALES ( VODACOM BUSINESS)

JOB PURPOSE

The Agent is responsible to effectively convert data leads to successful sales per campaign , focusing on upselling and cross selling of the requisite products per campaign and to deliver a consistent standard of service and compliance and to troubleshoot any issue relating to the service offering.

The Agent is required to provide accurate information to the customer by speaking to customers and listening to them to gain a better understanding of their needs and that ensure that unresolved calls are escalated to the correct internal stakeholders. The Agent is expected to maintain a call back methodology, ensuring all clients not successfully upgraded are followed up on and diary appointments via electronic diary or any applicable app is set for call backs.

KEY RESPONSIBILITIES:

· Outbound:

- Making calls to clients for purposes of sales, payments, updates, offers or renewals or other issues related to our services

- Responding and listening efficiently and accurately to clients, explaining possible solutions and ensuring that clients feel supported and valued

- Be attentive to clientâ??s mood and perception

- Strong ability to sell and persuade clients in a non-aggressive, yet assertive manner

- Ensure high conversion ratios and an on-target QA and tNPS score as set by the client

· General:

- Engaging in active listening with callers by confirming or clarifying information and diffusing angry clients, as needed

- Building lasting relationships with clients and Contact Centre team based on trust and reliability

- Understanding and striving to meet or exceed our Contact Centre metrics while providing excellent customer service

- Be professional and polite always

- Taking part in training and other learning opportunities to expand knowledge of BPO and the Agent role

- Adhering to iSON Xperiences policies and procedures

- Escalating customer queries and/or faults that cannot be concluded on first contact, as required

- Ensuring that customer details are captured accurately

- Providing relevant information to ensure First Call Resolution

- Maximizing the overall customer experience in line with iSON Xperiences strategic objectives in conjunction with the Team Leader

Educational Qualifications:

· Minimum matric or NQF equivalent

· Management or leadership qualification (i.e. diploma, etc.) an advantage

· Relevant tertiary qualification advantageous

Years of Experience:

· Minimum of 2 year working experience preferred in a Sales environment

 

Other requirements

· Sound knowledge of MS Office and Excel and Word

· Numerical ability

· Excellent verbal communication skills

· Well versed in the English language (speak, read write) and ability to clearly communicate at all levels

· Ability to demonstrate a good knowledge and understanding of the dynamics of the Contact Centre and how to effect performance through practical measures

· Ability to display sound interpersonal, assertive communication conflict resolution skills

· Ability to build strong relationships with key product owners

· Ability to deal with complex customer queries

· Demonstrate the ability to manage work load and prioritize activities

· Displaying high level of integrity, professionalism and trustworthiness

· Ability to display high level of professionalism and an understanding of ethical conduct

· Problem analysis, problem solving and negotiation skills

· Cooperative and empathetic to colleagues and customers

· Team builder and approachable

· Serious and passionate about customer service and working in a customer services industry

· Questioning and probing ability together with negotiating skills persuasiveness

· High standard of telephone etiquette

· Adaptability

· Resilient

· Accountable

· Stress tolerant

Customer Excellence:

· Customer excellence is the ability to demonstrate a desire to understand the customersâ?? needs.

· Provides accurate information to answer customerâ??s questions.

· Is pleasant, courteous and professional when dealing with internal and external customers.

· Responds to queries promptly, offering as much information as possible and providing services that customers value.

Behaviors Required:

· Always be polite and positive whilst interacting with customers.

· Quickly and effectively solves customer queries / problems.

· Talks to customers (internal or external) to find out what they want.

Telephone:

· Reaching out to customers with excellent telephone service, and acting as a support to customers and respond to incoming calls.

· Creating a delightful customer experience.

· Able to maintain telephone etiquette to increase customer lifetime value and brand awareness.

Behaviours Required:

· Communication: Desire and ability to develop rapport with the customer by treating them with respect.

· Listen: Demonstrating interest and concern by listening.

· Go the extra mile: Anticipate the customerâ??s problems based on their initial question and as such reduce the need for call backs.

· Patience: Give customers a chance to explain their situation in full and never react negatively to an unhappy customer.

· Empathy: Showing a sincere desire to solve the problem.

· Knowledgeable: Having the knowledge to discuss products and services.

· Adaptability: Be ready to handle varying customer demands, possible technical issues, switching to other channels, etc. Be ready to go with the flow and adapt as customer needs may change.

Customer impact

· Provides services that consistently sees and preferably exceeds the standards and expectations of internal and external customers.

· Promoting customer loyalty and delivering excellence.

· Provides services so that feedback from customers is always positive.