17 Oct
Homechoice
Southern Suburbs
Job details
Here’s how the job details align with your profile.
Job type
- Full-time
Location
Southern Suburbs, Western Cape
Full job description
The ideal candidate for this role will be responsible to provide an inbound telephonic Service and Sales to new and existing customers with a view to retaining and generating business by providing outstanding customer service.
The successful candidate is expected to meet and achieve all department standards that align with business strategy and customer excellence.
The successful candidate will be able to accept ownership for effectively solving customer issues, complaints, enquiries,
generating sales and leads and keeping customer satisfaction at the core of every decision and behaviour.
Service requirements: delivering Customer Excellence:
- Effectively manage all incoming customer queries on voice.
- Provide an empathetic, engaging, respectful, friendly, professional service to enhance the customer’s experience.
- Take accountability for each individual customer interaction by ensuring that the call is resolved to the best of your ability.
- Handle objections appropriately to ensure that positive results are achieved and enhance customer experience.
- Display empathy when addressing difficult queries and customers by identifying the customer’s needs, confirming understanding, and then providing the best possible solution.
- Improve the customer experience and service delivery by providing excellent customer service.
- Achieve benchmarks and targets related to customer excellence – CEI (customer experience), QA (quality assurance.
Service requirements - achieving productivity measures:
- Reach personal and team performance targets relating to productivity,
adherence, timekeeping, turnaround time, sales and customer service.
- Be available to take calls by avoiding unnecessary time spent in after call activities or breaks in order to provide agreed service levels.
- Administer policies in an organised and efficient manner, ensuring that outstanding tasks are up to date and departmental service standards are adhered to.
- Proactively exploring ways to improve operational efficiencies.
- Achieve productivity benchmarks and targets.
Service and sales requirements - meeting quality and conduct standards:
- Focus on First Contact resolution by ensuring the correct information is shared with the customer.
- Ensure that compliance requirements are met across all platforms.
- Logging and capturing all customer and platform information accurately.
- Adhere to internal systems, policies, and procedures.
- Behaving professionally towards customers and colleagues.
Service and sales requirements - team collaboration:
- Working effectively with other team members and departments.
- Escalating any challenges faced, timeously to not impact the customer experience.
- Contributing to the teams knowledge base and sharing best practices.
- Supporting and assisting colleagues who reach out for support.
Sales requirements - generating sales:
- Proven track cord of meeting sales targets, Inbound and Outbound.
- Strong understanding of financial products, especially loans, and experience in selling insurance or funeral-related products.
- Generate leads when there is opportunity to do so.
Qualifications & Accreditations
- NQF 4
Experience & Skills:
- 4 years proven Sales experience (Loans and/or Insurance products).
- 3 years Customer Service experience.
- Must be computer literate (email, internet, word and excel).
- Clear credit and criminal record.
▶️ Inbound Sales Consultant - FinChoice
🖊️ Homechoice
📍 Southern Suburbs