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Inbound Sales Consultant

1 month ago

Southern Suburbs, South Africa Homechoice Full time

**Service requirements: delivering Customer Excellence**:

- Effectively manage all incoming customer queries on voice.
- Provide an empathetic, engaging, respectful, friendly, professional service to enhance the customer’s experience.
- Take accountability for each individual customer interaction by ensuring that the call is resolved to the best of your ability.
- Handle objections appropriately to ensure that positive results are achieved and enhance customer experience.
- Display empathy when addressing difficult queries and customers by identifying the customer’s needs, confirming understanding, and then providing the best possible solution.
- Improve the customer experience and service delivery by providing excellent customer service.
- Achieve benchmarks and targets related to customer excellence - CEI (customer experience), QA (quality assurance.

**Service requirements - achieving productivity measures**:

- Reach personal and team performance targets relating to productivity, adherence, timekeeping, turnaround time, sales and customer service.
- Be available to take calls by avoiding unnecessary time spent in after call activities or breaks in order to provide agreed service levels.
- Administer policies in an organised and efficient manner, ensuring that outstanding tasks are up to date and departmental service standards are adhered to.
- Proactively exploring ways to improve operational efficiencies.
- Achieve productivity benchmarks and targets.

**Service and sales requirements - meeting quality and conduct standards**:

- Focus on First Contact resolution by ensuring the correct information is shared with the customer.
- Ensure that compliance requirements are met across all platforms.
- Logging and capturing all customer and platform information accurately.
- Adhere to internal systems, policies, and procedures.
- Behaving professionally towards customers and colleagues.

**Service and sales requirements - team collaboration**:

- Working effectively with other team members and departments.
- Escalating any challenges faced, timeously to not impact the customer experience.
- Contributing to the teams knowledge base and sharing best practices.
- Supporting and assisting colleagues who reach out for support.

**Sales requirements - generating sales**:

- Proven track cord of meeting sales targets, Inbound and Outbound.
- Strong understanding of financial products, especially loans, and experience in selling insurance or funeral-related products.
- Generate leads when there is opportunity to do so.

**Qualifications & Accreditations**
- NQF 4

**Experience & Skills**:

- 4 years proven Sales experience (Loans and/or Insurance products).
- 3 years Customer Service experience.
- Clear credit and criminal record.