Durban: Contact Centre Agent – Durban Umhlanga posted by Mindmatch Consulting

About the Role

As a Contact Centre Agent at Mindmatch Consulting in Durban’s Umhlanga, you will play a vital role in delivering exceptional customer experiences and driving sales growth. You will work closely with various departments to identify opportunities for improvement and contribute to the company’s overall success.

Key Responsibilities

• Provide quality customer service, including interacting with customers, answering customer enquiries across multiple platforms, and effectively handling customer complaints and escalations.
• Process all customer orders in accordance with the Sales Order Processing procedure, adhering to policies surrounding prescription of medicine and security of customer data (GDPR).
• Accurately record and log interactions on CRM against every customer communication.
• Proactively maximise sales by upselling, cross-selling, growing account spends, activating inactive or closed accounts, whilst passing on leads & opportunities as and when required across the business.
• Achieve sales targets relating to new product initiatives, special offers, product launches, and by increasing sales at every opportunity.
• Provide support and work closely with the Company’s Field-based Sales Representatives and satellite sales teams.
• Work towards departmental KPIs surrounding productivity, response times, and comply with quality standards set – whilst maintaining the highest level of customer service.
• Act as an ambassador for continuous improvement, flexible and able to adapt quickly to changing priorities and needs of the business.
• Support with back office administrative tasks where necessary.
• Acquire and develop product and system knowledge, and when necessary, take advantage of any training programs considered beneficial by the Company.

Requirements

• Excellent organisation and multi-tasking skills with an attention to detail.
• Advanced analytical and Excel skills.
• Excellent time management and prioritising skills.
• Excellent Interpersonal communication skills.
• A professional and polite manner when dealing with customers and staff.
• Proven ability to work independently and as part of a team.
• Experience of working with a CRM system (preferable but not essential).

Qualifications

No formal education or certifications are required for this role.

Salary & Benefits

Salary details will be discussed during the interview process.