Telesales Agent

7 months ago

Pretoria, South Africa TWK Agri Full time

TWK Agri has the following vacancy available: Telesales Agent within the Insurance Department at Pretoria, Gauteng.
**Responsibilities and Duties**:

- Handling inbound and outbound calls courteously and efficiently, ensuring excellent customer service and resolving customer queries and concerns in a professional manner.
- Following standardized scripts and protocols while interacting with customers to ensure consistent communication and adherence to organizational guidelines.
- Identifying customer needs, suggesting appropriate products or services, and upselling or cross-selling where relevant.
- Maintaining accurate and detailed records of customer interactions and transactions in the CRM system.
- Managing and prioritizing multiple tasks to ensure timely resolution and response to customer inquiries.
- Collaborating with other team members and departments to gather information or escalate complex customer issues for resolution.
- Adhering to set KPIs (Key Performance Indicators) such as call handling time, average wait time, and customer satisfaction scores.
- Staying updated on product knowledge, industry trends, and business processes, and continuously improving communication and problem-solving skills through training and development opportunities.
- Regularly participating in team meetings, sharing best practices, and contributing to a positive and collaborative team environment.

**Qualifications and Skills**:

- Matric certificate
- Proven experience in a customer service or call centre role is an advantage.
- Excellent verbal and written communication skills in [language(s)] with an ability to effectively communicate complex information in a clear and concise manner.
- Strong active listening skills, empathy, and patience to understand customer needs and provide appropriate solutions.
- Proficient computer skills, including typing speed and ability to navigate multiple systems simultaneously.
- Familiarity with CRM systems and telephony technology is desirable.
- Ability to handle a high volume of calls while maintaining a professional demeanor and providing exceptional customer service.
- Strong problem-solving skills and ability to think quickly in a fast-paced and dynamic environment.
- Adaptability and willingness to work in shifts, including evenings, weekends, and public holidays.
- Highly organized and detail-oriented, with the ability to prioritize and manage workload effectively.
- Ability to work collaboratively in a team and independently with minimum supervision.
- Positive attitude, resilience, and willingness to learn and grow.

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