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Role Purpose:

The ideal candidate for this role will be responsible for telephonically persuading customers to accept the product/service. Alongside handling objections or complaints in a professional manner. Walk customers through certain processes. Accurately record information about the call. Meet/exceed set targets., ensuring that you meet business objectives whilst maintaining a high level of customer satisfaction. 

Experience and Requirements:

• South African Matric / Grade 12 (Required)
• 1-2 years of Customer Service, Sales, or Lead Generation experience within a contact centre.
• Excellent communication skills (verbal and written)
• Clear understanding of an operational contact centre environment.
• Highly target-driven with the ability to sustain high performance consistently.
• Excellent understanding of KPI’s Key Performance Indicators.
• Excellent understanding of a dialler system and functions.
• Computer skills (MS Office & LMS/CRM systems experience)
• Clear credit and criminal record
• Must be available to work rotational shifts, weekends, and public holidays.
• Committed to personal development

Skills and Abilities:

• Role model – you lead by example in demonstrating the right behaviors.
• Proactive - demonstrate experience of working positively in partnership with colleagues internally to drive strong performance.
• Know your numbers – A Strong understanding of contact centre metrics and how these are used to review performance to achieve the right results.
• Self-aware - of your own strengths and development needs.
• Initiative – you use it and can work independently by exercising good judgment with sometimes limited direction.
• Communication is key – you’re able to understand and communicate difficult messages in a clear, positive, and constructive manner.
• Adaptable with the ability to respond positively to working within a pressurized environment.

Knowledge and Competencies:

• A strong can-do attitude and an energetic positive approach.
• Strong desire and initiative to develop self.
• Passionate about your role at work
• Committed to serving the customer.
• Able to present information in different ways to enhance understanding.
• Acts as an ambassador for the Sigma Connected brand.
• Consistently behaves with integrity.
• Actively works with colleagues and departments to resolve queries.
• Managing work and time to meet the required deadlines.
• High attention to detail and accuracy.
• Proactive and operates with a sense of urgency.
• Consistently hits all performance targets.
• Ability to work alone and in a team.
• Excellent communication skills. 

Duties and Key Responsibilities:

• Generate and qualify sales leads.
• Research, track, maintain and update leads.
• Make outgoing calls to develop new business.
• Update potential customer information in our CRM system.
• Participate in the preparation of proposals and/or sales presentations.
• Provide accurate and timely information to management.
• Develop a strong knowledge of the company’s products and services to facilitate the sales process.
• Consistently reach performance targets and standards relating to productivity, adherence, turnaround time and quality.
• Present, promote and sell products/services using agreed processes and methods.
• Present products to potential customers who meet qualifying criteria.
• Accurate capturing of customer information.
• Verify and update all customer details onto the system.
• Providing customer service to the extent of guiding your client to the right department when required to resolve any queries.
• Ensure a polite, friendly, and professional confirmation service is offered to all customers by acting as an ambassador.
• Follow company processes accurately to ensure the quality of service delivery.
• Ensure a professional, polite, and efficient service is offered.
• Take responsibility for each call by ensuring that advice is always given in the customer's best interest.
• Handle objections appropriately to ensure that positive results are achieved whilst maintaining customer satisfaction.
• Continuously work towards improving the customer experience and service delivery. 

All employees at Digicall have a set of core responsibilities that sit alongside their individual duties and responsibilities:

• Build and maintain productive working relationships with colleagues and management.
• Operate within the terms of Digicall’s policies and procedures always ensuring that all work and work-related activities are operated in accordance with legal requirements including POPIA.
• Demonstrate knowledge and understanding and positively promote equality of opportunity.
• Be adaptable to change and have the ability to acquire new and relevant skills and knowledge by taking appropriate responsibility for your own personal and professional development.
• Take appropriate care to ensure that company equipment, facilities, and infrastructure are not defaced or damaged.
• Undertake personal Health and Safety responsibilities in accordance with the H.A.S.A.W.A 1974 ensuring that safe systems of work are complied with.
• Be aware of and take action to report any potential workplace/personal hazards to Health & Safety

 

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