Member Hub Service Consultant

4 months ago


Parktown, South Africa PPS Recruitment Full time

**Job Advert Summary**:
To represent the company’s brand and products to establish new business opportunities and generate leads. Nurture the customer relationship and analyses customer feedback, negotiate with customers and implement retention strategies.

**Minimum Requirements**:
**Education**:

- Grade 12
- RE5

**Experience**:

- Must be bilingual in English (both written and verbal) and another South African language.
- Previous Outbound Sales, Retention or Collections Call Centre experience.
- Previous working experience call centre and back-office processing is a clear advantage.

**Knowledge and Skills**:

- Knowledge of Financial institutions (advantageous).
- FAIS and FICA (advantageous).
- Computer Literacy.
- Proficient in MS Office (Word, Excel, and Outlook) and online telephony operation.

**Behavioural Competencies**:

- Be a fast thinker with excellent conflict resolution skills to deal with both irate and complimentary
members/intermediaries.
- Excellent verbal and written communication skills in English. A good command of the English Language.
- Able to present product and process information to members on a proactive basis, demonstrating a high
level of understanding of the business.
- Sales-driven.
- Self-control.
- Customer centric.
- Reliable and independent.
- Ability to handle a pressurised environment.
- Eloquent.
- Can-do attitude.
- Collaboration.
- Craving for success.

**Duties and Responsibilities**:

- Contacting prospective clients and existing members to setup appointments.
- Recording reasons and feedback for all leads and quotes generated.
- Achieving conversion ratios when speaking to clients (appointments to successfully generated business).
- Attending to telephonic sales enquiries.
- Gathering information about customer complaints.
- Achievement of monthly sales call targets.
- Negotiating with customers to renew contracts and retain business.
- Always building a positive and professional image of PPS when dealing with clients.
- Handling all client queries and/or complaints (telephonic /written) and resolving issues to completion in a timely manner.
- Responding to all enquiries in a professional and timely manner.
- Taking ownership of service level standards and ensuring they are consistently reached.
- Executing policies and procedures related to service delivery in Operations and between other areas.
- Escalating systems failures to the appropriate support team for the team to stay productive.


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