Customer Care and Telemarketing Specialist
3 days ago
Are you confident, persuasive, and passionate about helping customers? We're looking for a motivated Customer Care and Telemarketing Specialist to join our team In this role, you'll make outbound calls, promote products and services, book appointments, and provide top-notch support. You'll also handle inbound inquiries, troubleshoot issues, and identify upselling opportunities to maximize customer value. If you have excellent communication skills, a target-driven mindset, and a passion for creating exceptional customer experiences, this is your chance to shine. Join us and be part of a team that makes every conversation count
Key Responsibilities:
PRINCIPAL RESPONSIBILITIES - TELEMARKETING
- Outbound Calling: Making a high volume of calls to potential or existing customers to book Vehicle Service and/or Vehicle Sales appointments
- Product/Service Promotion: Explaining the features and benefits of products or services to customers.
- Sales Generation: Persuading customers to purchase products or services, or to upgrade existing ones.
- Appointment Setting: Scheduling appointments for sales representatives or other team members.
- Information Gathering: Conducting surveys or collecting information from customers.
- Record Keeping: Maintaining accurate records of calls, sales, and customer interactions.
- Handling Objections: Addressing customer concerns and objections effectively.
- Following Up: Contacting customers who have expressed interest or for post event feedback.
- Meeting Sales Targets: Working towards achieving individual and team sales goals.
- Providing Customer Service: Answering customer inquiries and providing support.
SECONDARY RESPONSIBILITIES - CONTACT CENTRE SPECIALIST
- Answering Calls: Handling a high volume of inbound and outbound calls, addressing customer inquiries, and resolving issues.
- Providing Support: Assisting customers with product information, order status, billing inquiries, and troubleshooting.
- Problem Solving: Identifying customer needs, researching issues, and providing appropriate solutions or escalating to the appropriate team.
- Upselling: Recognizing opportunities to upsell products and services based on customer needs.
- Documentation: Accurately logging call details, updating customer records, and maintaining databases.
- Meeting Targets: Achieving performance goals related to call volume, resolution rates, and customer satisfaction.
- Following Procedures: Adhering to company policies, communication scripts, and data security protocols.
- Building Relationships: Fostering positive customer relationships and contributing to a positive customer experience.
KEY PROCESSES & TEAMWORK
- Attend all team Meetings, one-to-one meetings, personal performance reviews on-time and with a pro-active attitude to achieve; plan for meetings, report accurately the real situation, be honest with yourself and team members, respect individuals and bring we-can-do suggestions/ideas.
- Pass on unclosed follow-up opportunities to the managers and communicate any gaps in our overall capability and capacity to sell to customers.
- Strive to maintain or improve by working collaboratively with all business units.
PERFORMANCE EXPECTATIONS:
- KPIs and Benchmarks will be assigned to different tasks, these should be achieved consistently.
- Complete training modules and remain competent in the use of the Employers IT and communications systems.
- Where performance is monitored externally, such as by Customer Satisfaction Indexes, minimum standards are consistently achieved.
- Speed and accuracy expectations should be achieved consistently.
- Maintain confidentiality and data security protocols at all times.
Personal Management
- Understand internal policies, procedures and process forms to reduce risk and control transactions.
- Be well-groomed and suitably attired as if you were physically present in the workplace.
- Have a firm understanding of the principles of telemarketing and customer handling.
- Strive for continuous improvement by training and upskilling.
- Be an ambassador of the business.
Qualifications:
- Communication Skills: Clear and persuasive verbal communication is crucial.
- Active Listening: Understanding customer needs and concerns through attentive listening.
- Persuasion and Sales Techniques: Convincing customers to make a purchase or take action.
- Product Knowledge: Understanding the products or services being promoted.
- Resilience: Handling rejection and difficult customers with patience and a positive attitude.
- Computer Skills: Proficiency in using call center software and databases.
- Time Management: Efficiently managing call time and meeting targets.
- Problem-Solving: Addressing customer issues and finding solutions.
- Organization: Keeping accurate records and managing multiple tasks.
- Teamwork: Collaborating with colleagues and contributing to a positive work environment.
- Adaptability: Ability to adjust to changing situations, handle difficult calls, and learn new skills
Ready to elevate your career and make a real impact? Apply now and complete our Pre-screening Test to get prioritized We can't wait to see the difference you'll make
**A stable internet connection and a conducive workspace are a must.**
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