Sales Contact Centre Agent

As a Sales Contact Centre Agent, you will be responsible for driving sales of the company, backup, and portable energy solutions, as well as any new products introduced via the contact centre. You will engage with customers and leads across multiple communication channels, including phone calls, WhatsApp, email, social media, and web chat, to provide exceptional service, convert leads, and achieve sales targets. Run cold calling campaigns with the aim of generating leads and closing sales. This role also includes administrative duties to ensure accurate documentation and compliance with company standards.

Work Conditions

• Office-based role in Cape Town.
• Rotational shifts as per business operational requirements including weekends.
• Public holiday availability required as per operational needs.

No

Job Objectives (Maximum 8)

1

Sales Generation

• Contact leads provided by the company to convert into sales.
• Where applicable schedule appointments for sales agents with qualified prospects not able to convert on a call.
• Qualify leads by assessing customer needs and interest in solar and backup power solutions.
• Conduct cold calls to potential customers to generate new business.
• Handle inbound sales and service enquiries across all communication channels.
• Upsell and cross-sell products and services where appropriate.
• Collaborate with sales and marketing teams to optimise lead generation and conversion.

2

Customer Service:

• Engage with customers via phone, WhatsApp, email, social media and web chat.
• Ensure timely and professional responses across all platforms.
• Deliver exceptional customer service at every touchpoint.
• Address customer queries, concerns, and objections effectively.
• Build and maintain strong customer relationships to encourage referral and repeat business.
• Follow call center best practices and scripts to ensure a consistent and professional customer experience.

3

Administration:

• Accurately complete and submit all required sales documentation and reports.
• Maintain up-to-date records of customer interactions and transactions in the CRM system.
• Ensure all administrative tasks are completed in line with company policies and SLA.

4

Performance and Quality Assurance

• Consistently achieve and maintain call center KPIs, including call adherence, average handling time, conversion rates, and quality scores.
• Adhere to quality assurance standards and best practices in all customer interactions.
• Maintain high levels of call adherence and punctuality, ensuring availability during scheduled shifts.
• Meet daily productivity metrics including contact volume and conversion targets.
• Work rotational shifts, including every second weekend and public holidays as required.

5

Continuous Learning

• Participate in regular training and coaching sessions to maintain high performance.
• Stay informed about the latest products, services, and technological advancements in the solar and backup energy sector.
• Keep abreast of industry trends and competitor offerings.

Level of tertiary education

Required / Desirable

Grade 12 (A high school diploma or equivalent)

Essential

Job - related work experience

Experience in a call centre sales environment, preferably within the solar, backup power, or technology sectors. Experience minimum 5 years.

Working on CRM system experience.  Experience 1 -2 years.