Welcome Call Agent

**JOB PURPOSE**

Conduct outbound policy sales. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis and propose customer solutions. Consultant requires a solid knowledge of products and market, their characteristics include a focus on growth of the brand.

**RESPONSIBILITIES**

**Customer Relationships Development**

Make calls by telephone to customers to offer new products to existing client base.

**Customer Needs Clarification**

Interview the customer, following a complex multi-level sales script, to clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes.

**Sell Customer Propositions**

Identify the products or services that best meet the customer's needs, use personal expertise to propose quantities within standard operating systems, policies and procedures. Explain the selection to the customer, influence the customer to make a purchase with the best benefits and solutions to meet customer needs.

**Operational Compliance**

Develop working knowledge of the organisation's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

**Customer Relationship Management (CRM) Data**

Schedule callback and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities.

**Performance Management**

Prioritise own workflow and ensure work is completed to the required standards of quality and timeliness; use performance management systems to improve personal performance to meet SLA.

**Personal Capability Building**

Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.

**Sales Opportunities Creation**

Identify potential customers by obtaining information, referrals, and recommendations from existing customers.

**BEHAVIORAL COMPETENCIES**

**Customer Focus**

Builds strong customer relationships and delivers customer-centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas.

**Being Resilient**

Rebounds from setbacks and adversity when facing difficult situations. For example, is calm and professional in difficult situations; continues to work toward objectives. Overcomes obstacles without becoming discouraged; draws lessons from failures. Recovers from setbacks and adversity.

**Situational Adaptability**

Adapts approach and demeanor in real time to match the shifting demands of different situations. For example, swiftly and easily adapts approach to a wide array of different or changing situations. Is inquisitive about evolving situations; identifies how to adapt early.

**Interpersonal Savvy**

Relates openly and comfortably with diverse groups of people. For example, recognises even subtle social cues and nimbly responds to others' needs and preferences. Helps to defuse difficult interpersonal situations by showing high levels of tact, sensitivity, and consideration. Builds rapport with ease.

**Instills Trust**

Gains the confidence and trust of others through honesty, integrity, and authenticity. For example, acts consistently with the organisation's policies and practices. Shows honesty and candor when working with others. Honors agreements and meets commitments.

**Ensures Accountability**

Holds self and others accountable to meet commitments. For example, accepts responsibility for own work, both successes and failures. Handles fair share and does not make excuses for problems. Usually meets commitments to others.

**Persuades**

Uses compelling arguments to gain the support and commitment of others. For example, positions and packages ideas so that they will resonate strongly with a wide variety of stakeholders. Uses strong logic and compelling evidence. Works with others to find creative win-win solutions; achieves consensus through compromise.

**Communicates Effectively**

Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, seeks out others' perspectives and asks good questions. Shares information that people want to know; gives appropriate context and details when speaking.

**Plans and Aligns**

Plans and prioritises work to meet commitments aligned with organisational goals. For example, adopts a sequence of activities that allows for optimal efficiency and effective coordination with others. Makes skillful use of resources and support to