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Customer Outreach Specialist

2 months ago

Cape Town, Western Cape, South Africa Signa Opportunity Full time
{"title": "Customer Outreach Agent", "description": "About the Role

As a key member of our outreach division, you will play a pivotal role in fostering and enhancing customer relationships within our existing client base. Your primary responsibility will be to proactively engage with customers to facilitate contract renewals and promote the sale of additional services and products. This role is essential for driving customer satisfaction, loyalty, and revenue growth.

Key Responsibilities
  • Adhere to company policies and procedures, including scripts, credit vetting rules, and verification protocols.
  • Maintain and enhance customer relationships by going the extra mile.
  • Maintain enthusiasm and ensure that energy levels are always appropriate.
  • Ensure excellent telephone etiquette.
  • Meet minimum daily targets as per the line manager.
  • Use approved platforms to contact leads provided.
  • Prioritize and contact all leads.
  • Update and maintain records through pipeline management.
  • Obtain and update customer information through telephonic screening.
  • Conduct customer needs analysis to determine suitable products and/or services.
  • Respond efficiently and accurately to callers, explaining possible solutions, and ensuring clients feel supported and valued.
  • Engage in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
  • Determine eligibility by comparing updated customer information to recommended product requirements.
  • Offer additional products with each interaction.
  • Send daily customer interaction reports to the relevant line manager.
  • Seize opportunities to upsell products when they arise.
  • Manage customer queries and escalations.
  • Log cases for potential customer queries arising from sales calls.
  • Provide daily sales reports to the line manager.
  • Keep organized with regard to customer interactions and required follow-ups.
  • Complete and update all relevant sheets, reports, and trackers, as per company requirements.
  • Maintain communication equipment by reporting problems.
  • Improve quality results by adhering to standards and guidelines, and recommending improved procedures.
  • Attend staff meetings and training initiatives.
  • Complete all company-related assessments as instructed by the training department.
  • Stay updated with the latest policies, packages, devices, trends, competitive products, and services.
Requirements
  • Matric.
  • Qualification in Business Management/Marketing.
  • South African unemployed youth aged between 18 and 34.
  • Must not have participated in the YES Program before.

Please consider your application unsuccessful if you have not heard from the Signa Opportunity team within two weeks after submitting your application.

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