Customer Service Agent

Duties and Responsibilities:

• To Contact existing and potential customers and present products and services, meeting and exceeding targets
• Deliver prepared sales scripts to persuade current and potential customers to purchase products in order to maximize sales
• Describe products and services
• Respond to questions and queries
• Obtain customer information
• Obtain possible customer leads and forward to Sales Team
• Follow up on initial contacts
• Maintain records of telephonic interactions, orders and accounts
• Relieve on the switchboard as per monthly schedule
• Confirm orders via e-mail
• To carry out market research to identify new markets and business opportunities
• Provide a telephonic customer service to assigned customer per rep allocation
• Assist customer with over the phone issue resolution and escalate to relevant consultant
• Ensure issues are resolved within the matrix time frame
• Record keeping of all contact and feedback
• Reporting documentation to be completed per Matrix
• Assist on Adhoc projects
• Capture orders on the system
• Update customer information on Navision
• Compliance with all policies, procedures and work systems
• Managing a sales database ensuring all calls are logged accurately including contact details and follow up dates or other action required.
• Typing out quotes and sending e-mail confirmations as required by customers
• Hygiene Checks, Training Registers filing per allocated sector- register to be kept
• Operations Manual creation per assigned sector

Key Skills
• Excellent Communication Skills (Listening, oral, oral presentations, written)
• Work Standards (Setting high goals or standards of performance for self and organization)
• Confidence in Sales Environment
• Administrative Orientation (personal satisfaction from administrative performance and responsibilities
• Integrity (maintaining social, ethical and organizational norms in job)
• Attention to detail (total task accomplishment through concern for all areas involved, no matter how small)
• Independence (taking action on one’s own rather than the influence of others
• Listening (use of information extracted from oral communications)
• Professional Knowledge (level of understanding and ability to use technical/ professional information)
• Rapport Building (The ability to meet people easily and to be liked; to get along well with people and to put them at ease; to quickly build rapport through pre-active development of relationships)
• Planning and Organising (Establish a course of action for self to accomplish goal)
• Negotiating skills
• Analytical Skills (Ability to draw conclusions on facts submission)