Call Centre Agent

Position: Call Centre Agent

Location: Pretoria

Are you all about sales and addressing customer concerns? Are you customer focused with the ability to meet deadlines? Do you love working with people and ensuring they feel heard? Then raise your hand because we’re HIRING!!

This role plays an integral part in our team, as you are the first point of contact between our customers and the Company and are responsible for the growth of the business. You are also responsible to convert our leads into sales and ensuring the customer remains engaged throughout the sales cycle.

Great, so who is a good fit?

A specialist who is an expert in communication and who displays a high degree of emotional intelligence. Responsible for the relationship between the Company and the Client, as well as someone who has amazing organisation and timekeeping skills. You are self-motivated and self-driven with an unwavering ability to continuously learn and improve, to ensure your medical terminology remains on par. You love working with people and your number one priority is reaching target, whilst maintaining customer satisfaction.

You may be wondering, what does the duties include?

• Obtains client information by answering telephone calls; interviewing clients; verifying information;
• Informs clients by explaining procedures; answering questions; providing information;
• Maintains communication equipment by reporting problems;
• Adheres to AABB standards and requirements;
• Sells products and places customer orders in the computer system;
• Answers inbound calls in a timely and friendly manner;
• Evaluates problems and complaints of the callers and provide proper solutions;
• Converts leads received into sales;
• Responds to the needs of customers and provide personalized service;
• Provides information on the company’s products or services and generates interest in the offer;
• Upsells products and services;
• Researches needed information using available resources;
• Processes orders, forms, and applications;
• Routes calls to other team members whenever needed;
• Makes relevant notes from customer interactions;
• Identifies any issues that customers might be struggling with;
• Reports on customer feedback;
• Completes call logs and reports;
• Manages & updates customer databases;
• Follow-ups on customer calls and engagements;
• Boosts customer loyalty by offering a proper experience over the phone.

Are there any specific skills and attributes required?

• Ability to build strong relationships and effectively identify problems as soon as they arise;
• Analysis of stumbling blocks to find positive solutions and ability to develop alternative solutions to common issues;
• Identify critical factors which will affect certain outcomes, as well as accurately evaluate options and establish priorities;
• Anticipate outcomes and identify consequences;
• Reason well in contexts requiring quantitative analysis;
• Open and honest communication regarding products;
• Actively listen to others to determine approach to be taken and the ability to persuade individuals so as to see reason;
• Successful creation and implementation of negotiation strategy;
• Ability to show empathy with excellent verbal and written communication skills;
• Ability to provide concise and relevant information and able to provide advice when needed;
• Ability to work alongside team to achieve a common goal;
• Be mutually accountable for all projects taken on;
• Ability to encourage differences and opinions;
• Ability to perform tasks in an organised manner;
• Set personal goals and ensure the achievement thereof;
• Plan efficiently and effectively to ensure deadlines are met;
• Ability to remain calm in a situation of conflict;
• Display patience when dealing with stakeholders and team;
• Highly disciplined with a willingness to learn;
• Confident with the ability to apply resilience;
• Cooperative and optimistic;
• High attention to detail.

Take a look at the what the requirements for this amazing job is

• Matric;
• 2 years’ call centre experience;
• Experience within the medical industry advantageous;
• Technical Proficiency and understanding of Products/Services;
• Computer literate;
• Familiar with telephone and e-mail etiquette;
• Experience in effectively making sales and reaching targets;
• Customer service experience;
• Ability to handle pressure;
• Willingness to work overtime / shifts / over weekends when required, as well as manage the emergency phone on occasion;
• Knowledge Retention and Recall.