Frontline Sales Consultant

**The Company**: 4D Innovations Group (Pty) Ltd t/a ESET Southern Africa

**Role Name**: Frontline Sales Consultant - Intern

**Location**: Belmont Square, Rondebosch, Cape Town

**Role specifics**: Full-time

**Hours of work**:Monday - Friday, 08:30 to 17:00

**Role summary**:
Key position for assisting clients with sales and technical queries relating to ESET, keeping with the low SLA response times and high standards of customer service. Critical duties and responsibilities include overseeing the sales tickets queue, telephone support, performing sales-related tasks such as quotes, order processing, client promos and campaigns, demo-license issuing, basic accounts queries and general customer service team functions for Frontline Sales.

**Daily Responsibilities**:
Answering Calls
- Manage large amounts of inbound and outbound calls in a timely manner.
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
- Seize opportunities to upsell products when they arise.
- Build sustainable relationships and engage customers by going the extra mile.
- Meet personal/team qualitative and quantitative targets.

Processing of sales tickets in the ticketing queues.
- Oversee the sales queue with the bulk of these tickets to be handled timeously.
- Tickets to be responded to within 1 hour and resolved within 24hours.
- Tickets to be closed with a message to confirm completion of ticket.
- All tickets that arrive before 17:00 need to be attended to on the day.
- Tickets that are not closed on the day need to be updated with a message as to why they are not closed and moved to the pending queue and ensure the follow up is done timeously.
- Tickets in queue addressed to someone else need to be owned to that person immediately.
- Assist with the processing of sales tickets in the sales queue.
- Assist with all tickets and calls of Consultants that is out of office. Upon request by Operations Manager.

Processing of quotations / direct orders
- Create quotes for customers
- Notify Sales Director, otherwise TAM, of quotations above R20 000 in value.
- Notify respective TAM of all new leads over R5000.
- Creation of discount codes for orders, as per discount policy.
- For International orders (excluding Namibia), unless using South African banks, orders should only be processed on payment, after verification from accounts department. Process orders once proof of payment is received.
- Sales/pricing/discounting queries to Operations Manager/Sales Director.

Chat.
- Responds to all chats upon notification.
- Handles queries to completion or own to appropriate queue.
- Ensure accuracy and quality excellence in all responses.

ADHOC
- Involvement in execution of Frontline Sales campaigns and the different tasks that may be associated with the campaigns.
- Escalation of client or partner issues to Operations Manager.
- Any complaints or identified issues needs to be escalated timeously.
- Perform any reasonable tasks / duties requested by management.
- May be required to assist partners at the request of the Sales Director/Operations Manager.
- When reception, accounts, sales or dispatch team member is absent, ensure work is dealt with accordingly.

**Educational qualifications/Experience**:

- NQF Level 5
- Customer experience, preferably IT
- Light technical knowledge
- Basic Networking skills
- Experience with Windows

**Requirements**:

- Has previous experience with PBX, ticketing and CRM systems.
- Familiar with various Antivirus software, preferably ESET
- Highly professional level of customer service and customer focus
- MS Office / PC literate
- Excellent telephone, verbal and written communication skills
- Ability to understand and communicate technical terms
- Works well under pressure
- Punctual, Reliable, efficient and Patient
- Ability to work as part of a team and help team out in all departments when required.