Telesales Clerk

**Purpose of the Job**:
To assist clients telephonically and electronically by taking their orders, dealing with customer service enquiries and resolving complaints. Performing outbound calls to promote and sell products to existing and potential clients. Increasing sales and retaining the customer base through relationship building, product offering, cold calling, and cross-selling/upselling.

**Key Performance Areas**
- Service level
- Customer service
- Inbound sales
- Outbound sales

**Job Objectives**:

- Maintaining a service level of 95% and meeting the inbound calls target.
- Adhere to good customer service principles as per Shoprite and adhere to all SOP as defined for your line of business.
- Conform to Quality Assurance guidelines as set out by operations.
- Resolve and log client queries and complaints accurately using the provided systems.
- Achieve a quality score of not less than 80% and reducing the number of dropped calls to zero.
- CRM tickets must be accurately recorded and resolved within the time frame specified.
- Perform outbound call to current and potential customers to promote products,campaigns, and promotions.
- Contact customers about back-in-stock items.

**Qualifications**:
**Essential**
- Grade 12 qualification

**Desirable**
- Degree/Diploma or Courses in Communications or a related field.

**Experience**:
**Essential**
- +1 years in a Customer Service environment in a similar role in a similar role, with the ability, knowledge, and skills in providing excellent customer service support.

**Desirable**
- Experience in a healthcare call centre environment.

**Knowledge and Skills**:

- People orientated - enjoy working with people in a big team engaging with customers, showing patience and empathy
- Service orientated - committed to providing high-quality customer service. Ensure customer needs are understood, concerns timeously resolved, and expectations met. Always applies customer first.
- High level of self-motivation to set, meet and exceed goals and expectations.
- Has integrity and takes accountability for actions and mistakes.
- Proven record of accomplishment of successfully meeting sales targets.
- Excellent telephone etiquette.
- Proficient in Microsoft O365 with a focus on applicable tools to execute areas of function including SharePoint Online, Call centre software and CRM systems.
- Ability to perform under pressure.