Call Centre Agent (Outbound) - DEBT COUNSELLING EXPERIENCE ESSENTIAL
Permanent Contract
Salary: basic of up to R10k per month and then a commission of 10% on sales over R25k increasing to 15% for sales exceeding R50k.
Location: Pinelands, Western Cape, South Africa
Job Functions: Call centre
Industries: Financial Services
SPECIFICATION
A financial services provider is looking for call centre agents to maintain a high level of customer service to enable the customer, to choose from the variety of services the Company has to offer
DUTIES & RESPONSIBILITIES:
Sales Targets
• Educate Clients on the Company’s service range offering a variety of service related solutions.
• Provide status updates to clients
• Develop strong relationship with customers and maintaining it
• Gather all required documents from customers to assess their application for debt counselling
• Ensure call abandonment rate is less than +-3%
• Improve the number of calls completed the first time.
• Ensure that dropped call rate is consistently low
Customer targets
• Customer focus and service orientated to ensure all customers are dealt with respectfully.
• Accurately capturing all potential client info
• Strong knowledge of all company services
• Respond to clients e-mails promptly
• Follow through on processing time etc
• Meet daily sales targets, dialling targets & talk time
• Follow up on call backs
• Calls to be answered within agreed timescale
• Maintain the rate of conversion per call
• Increase level of sales per call
Leads Conversion Rates
• Data Capturing of customers details | receive & process new clients
• Strong negotiating skills
• Effective communication
• Following procedure with regards to problems, cancellations & errors in relation to admin queries
• Building excellent relationships with all departments
• First call resolution
• Agent to have appropriate support
• High levels of attention to detail
Customer Service feedback and experience measures
• Customer focus – respect for all
• Multi-tasking skills
• High levels of active listening
• Deal with customer queries efficiently
• Efficient turn-around time
QUALIFICATIONS & EXPERIENCE:
• African language speakers are definitely preferred as these will be the majority of agents employed.
• Two to three years’ experience will suffice
The Company runs 2 shifts from Monday to Thursday, 7-4 and 8-5, Friday we work 8-4. Saturday shift is 8-12 if they have not made their weekly target.