Customer Care and Telemarketing Specialist

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.**