Western Cape: Customer Outreach Agent posted by Signa Opportunity

Responsibilities:

• Adhere to  Feathercom policies and procedures including scripts, credit vetting rules, as well as verification protocols.
• Maintain and enhance customer relationships and engage customers by going the extra mile.
• Maintain enthusiasm and ensure that energy levels are always appropriate.
• Ensure that you maintain excellent telephone etiquette.
• Ensure that the minimum daily targets are met as per the line manager.
• Use Zoho and other approved platforms to contact leads that are provided.
• Ensure that all leads are prioritized and contacted.
• Ensure that you update and maintain records through pipeline management.
• Obtain and update customer information through your telephonic screening.
• Conduct a customer needs analysis to determine a suitable product and/or service.
• Respond efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engage in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Determine eligibility by comparing updated customer information to recommended product requirements.
• Ensure that additional products are offered with each and every interaction.
• Send daily customer interaction reports to the relevant line manager.
• Seize opportunities to upsell products when they arise.
• Manage your customer queries and escalations.
• Log cases for any potential customer query arising from sales calls.
• Provide daily sales reports to the line manager.
• Keep organized with regard to customer interactions and required follow-ups.
• Complete and update all relevant sheets, reports, and trackers, as per company requirements.
• Maintains communication equipment by reporting problems.
• Maintains and improves quality results by adhering to standards and guidelines, and recommending improved procedures.
• Attend staff meetings and Telkom training initiatives.
• Complete all Feathercom-related assessments as instructed by the training department.
• Keep updated with the latest policies, packages, devices, trends, competitive products, and services.

Requirements:

• Matric.
• Call center/ client service will be an advantage.
• South African unemployed youth aged between 18 and 34.
• Must not have taken part on the YES Program before.