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Call Centre Agent

2 weeks ago

Century City, South Africa Telkom Express Feathercom Full time

Adhere to **_TelkoM/Feathercom service _**policies to maintain excellent customer service.
- Build sustainable relationships and engage customers by taking the extra mile
- Ensure that you maintain excellent telephone etiquette.
- Maintain enthusiasm and ensure that energy levels are always appropriate.
- Conduct a customer needs analysis to determine a suitable product and/or service.
- Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
- Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
- Determines eligibility by comparing customer information to requirements.
- Informs customers by explaining procedures; answering questions; providing information.
- Send daily customer interaction report to the relevant line manager.
- Seize opportunities to upsell products when they arise.
- Manage your customer queries and escalations.
- Log cases for any potential customer query arising from sales calls.
- Capture all relevant customer/sale information on MS Excel.
- Provide daily sales reports to the line manager on the relevant communication platforms.
- Keep organized with regards to customer interactions and required follow-ups
- Complete and update all relevant sheets, reports, trackers, as per company requirements.
- Maintains communication equipment by reporting problems.
- Maintains and improves quality results by adhering to standards and guidelines, recommending improved procedures.
- Attend staff meetings and Telkom training initiatives.
- Complete all TelkoM/Feathercom related assessments as instructed by training department.
- Adhering to all company policies and procedures.
- Keep updated with latest policies, packages, devices, trends, competitive products, and services.

**KEY JOB REQUIREMENTS**
- Grade 12
- Call centre experience **(advantageous)**:

- Customer relations experience
- Telephone etiquette
- Verbal communication
- Telephone skills
- Active Listening skills
- Data entry skills
- Interpersonal skills
- Customer focus
- Customer service orientated
- Attention to detail
- Reliability
- Professionalism
- Multi-tasking skills

**TRAINING and SYSTEM PRE-REQUISITES**:

- New Recruit Training
- TLMS _**(Up to date)**_
- CRM
- ARIA
- NGCRM
- Overture
- MS Office
- Telkom Fraud Prevention Training

**Job Types**: Full-time, Permanent

Ability to commute/relocate:

- Century City, Western Cape: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Cold calling: 1 year (required)