Introduction

  To make contact with existing and/or potential clients who could benefit from our services within Testing,

   Inspection and Certification. The call centre agent will support the business developer by securing appointments with the clients through various channels of communication.

Minimum Requirements

• Matric
• 1 year call centre or related industry experience.
• Teamwork & Communication open to support others, Open mind and willing to learning new skills
• Proficient in Microsoft 365
• Proficiency in both Written and spoken English and excellent
• Very good Communication and Listening skills
• Experience of working internationally and/or in a multi-cultural environment

Job Specification

Duties and Responsibilities

Communication

• Be polite and never speak over the customer, always listen with an intent to understand and not to respond
• All calls are to start in English unless there is a valid reason why the call started in a different language
• Have constant communication with BD’s regarding appointments scheduling

Appointments

• All appointments should have an opportunity of being converted to sales
• Manage large amounts of outbound and/or inbound calls in a timely manner
• Manage your phone time, breaks, after sales work and idle items
• Ensure accurate dispositioning/ wrap up codes

Customer Service

• Ensure that all clients are treated fairly with respect
• Build sustainable relationships and engage customers by going the extra mile
• Follow up on customers where necessary- retain customers who cancelled the appointment
• Ensure that when you need to transfer a customer- this not a blind transfer
• Never hang up on a customer, all calls are to be closed professionally with a proper greeting

Call process

• Follow the call “scripts” when handling different topics
• Disposition calls accurately after every interaction
• Ensure accurate data capturing, make use of phonetics when collecting data from the client

Research

• Research necessary information about companies using available resources
• Frequently attend educational seminars to improve knowledge and performance level \
• Identify customer’s needs, clarify information, research every issue and provide solutions and/or alternatives
• Use researched information to seize opportunities to cross sell products when they arise