Team Leader Customer Service

2 weeks ago

Midrand, South Africa Charm Recruitment Agency Full time

**QUALIFICATIONS**:
**Experience & Ability**:

- Must have minimum Matric qualification
- A strong sales background is essential, with experience in coaching and mentoring team members and good team leadership experience and skills.
- A minimum of 2 years team leader/supervisor experience
- Excellent telephone manner
- High level of computer skills
- Strong negotiation skills
- Knowledge of the dental trade is desirable however not essential.
- Can demonstrate a high level of commitment to customer care values when dealing with internal and external customers
- Presents a professional image at all times particularly in communicating with prospective customers
- Able to work towards agreed KPIs
- Has a commitment to self-development and continuous improvement
- Excellent people skills
- High EQ
- Trained in use of needs analysis solution centric sales.
- Numerical abilities and problem-solving attitude.

Leading by example you will motivate, coach and encourage and inspire and support team to reach sales, gross profit targets and productivity targets.

By using a consultative sales approach to win new business and grow current business you will need to ensure that you and the team self-generates leads and opportunities to achieve targets.

You will support by monitor telephone statistics to ensure required call activity is achieved and ensure the team up sell and cross sell on orders to increase size and value.

You will work closely with the Call Centre Manager, National Sales Manager and field sales team to review and identify areas within sales that require improvement and development, working with measurable business objectives.

Ultimately, the team leader should be able to build a high-performance customer service team to ensure customer satisfaction as well as focus on growing a geographic area of customers in Telesales Consultant role.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**:
Team Leader Role:
1. Work closely with the Call Centre Manager and National Sales Manager to deliver strategy.

2. Develop the Customer Service team to ensure that they are generating qualified leads and opportunities.

3. Leading and coaching the internal Customer Service team.

4. Improving procedures within the Customer Service team, identifying, and introducing new processes/services to ensure that excellence in Customer Service is delivered and sales targets met.

5. All aspects of team leader for the Customer Service team, ensuring KPIs are set, and that performance is measured against the targets set. Scheduling and co-ordinating holiday to ensure there is always adequate cover to provide customer service.

6. Holding regular review meetings and one on ones with the Customer Service team

7. Compiling sales statistics for the Call Centre Manager and providing telesales team with updated information daily on their performance

8. Providing pricing support on price matching and discounts for the customer service team as well as Telesales Consultants

9. To be customer focused and ensure an excellent and professional service is provided to our customers at all times. Ensure that all communication to customers both written and verbal maintains a high standard both in presentation and content.

10. Ensure that when making outbound calls the sales team identify and make contact with the decision maker, achieve objectives when making calls to customers with relevant offer/enquiry details. Successfully make the required outbound calls each day, building the relationship with the customer each time. Keep all customer records up to date with an accurate description of the individual surgeries buying procedures, contacts and expenditure and other relevant information.

11. Work with the sales team to reactive lost accounts and continually monitor customers whose spend is slipping.

12. Complete Call Quality reviews to ensure all calls are made or received in a polite, friendly manner and are always made with a clear objective, measuring the success made with achieving the objective and coaching for improvements.

13. Work closely with Manager to review and identify areas within sales that require improvement or development.

14. Give support to team members to resolve customer queries and assist other department members, as and when necessary.

15. Monitor the team and self to achieve a high level of accuracy on all orders, upsell and cross sell on every order to increase both size and value.

16. Organise and support on training and induction for new team members when applicable.

**Telesales Consultant Role**

17. Achieve and exceed sales and GP targets and Key Performance Indicators as set by the Line Manager for geographic area.

18. Using data available to identifying opportunities for upselling within existing customers accounts and contracts.

19. Ensure that orders and enquiries are processed following Quality Control Procedures. Ensure that all Quotations are dealt with recording the correct information and submitted by

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