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Contact Centre Consultant

2 weeks ago

Johannesburg, South Africa PPS Group Full time

**Duties & Responsibilities**:
1. Contact prospective clients and existing members to setup appointments

2. Record reasons and feedback for all leads and quotes generated

3. Achieve conversion ratio when speaking to clients, appointments to successful business generated

4. Attending to sales telephone enquiries

5. Achievement of monthly sales call targets

6. Liaising with administrator/admin support to provide best client experience

7. Be a fast thinker with excellent conflict resolution skills to deal with both irate and complimentary members/intermediaries

8. Data capture and Follow up on leads by providing regular feedback

9. Adherence to quality and compliance processes when taking and making calls

10. Build a positive and professional image of PPS at all times when dealing with clients

11. Have excellent verbal and written communication skills in English. A good command of the English Language

12. Handle all client queries and/or complaints (telephonic /written) and resolve issues to completion in a timely manner

13. Responding to all enquiries in a professional and timely manner

14. Have the ability to present product and process information to members on a proactive basis, demonstrating a high level of understanding of the business

15. Take ownership of service level standards and ensure they are reached consistently

16. Execute policies and procedures related to service delivery in Operations and between other areas

17. Identify process and procedure improvements and make recommendations to streamline and simplify processes
- 18. Escalate systems failures to the appropriate support team in order for the team to stay productive

**Ideal experience**:

- Call centre and back-office processing experience
- Previous Outbound Sales, Retention or Collections Call Centre experience an advan
- Must be fully bilingual in English (both written and verbal) and another South African language

**Ideal Knowledge**
- Knowledge of Financial institutions
- FAIS and FICA

**Ideal qualifications**:
1. Grade 12 (Matric)

2. FAIS RE5 completed

3. Call centre qualification

**Computer Literacy**
- Proficient in MS Office (Word, Excel, and Outlook) and online telephony operation

**Competencies and ideal personality attributes**:

- Sales driven
- Self-Control
- Customer centric
- Reliable and Independent
- Ability to handle pressurised environment
- Eloquent
- Can-do attitude
- Collaboration
- Craving for success

**Key success measurement**:
Positive attitude, ambitious and energetic individual, looking for opportunities to exceed sales targets. Strong interpersonal skills