We invite suitably qualified candidates to apply for the Call Centre Agent role. A fast-paced, vibey & super dynamic Twizza team, solid in Operations & Customer service will be assigned to enable superb service delivery to our Upington/East London Commercial teams & customers.
Measurable KPIs in this Role:
- Inbound Sales – Managing inbound calls and inbound emails from customers to place stock orders across principles, handle enquiries, manage complaints, and provide general information by capturing all the above on all relevant systems.
- Outbound Sales – The ability to upsell and cross-sell the full range of Twizza product offerings including Energy and water while working through a national leads database with an excellent strike rate. Phone customers on promotions as per the promotional calendar. The outbound calls could include call cycles for a specific salesperson due to inability to complete call cycle for a specific day and could be at short notice.
- Customer Service – Monitor delivery schedules and advise customers of any changes affecting their deliveries. Respond timeously and professionally to customer emails received.
- Stakeholder Management – Communicate effectively and timeously to stakeholders where any changes or information may impact them directly – this is not limited to order changes (NDD, delivery date, or changes to orders), special requests from customers are communicated.
Any information regarding difficult customers, customers who do not want to stock Twizza, or relationship issues should be communicated to the Call Centre Manager and salesperson.
Minimum Requirements:
- A Diploma/B-degree in Sales & Marketing OR e-Commerce.
- 2 years’ experience in Telesales in a highly pressurised Call Centre environment, preferably FMCG.
- Ability to work long extended hours if/when necessary.
- Knowledge of customer service practices and principles.
- Intermediate experience level in Outlook, Word, Excel & knowledge of CRM databases.
- Advanced data capturing with a high level of accuracy, detail, and written English skills.
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