Job Description
Relationship Manager (Contact Centre)
Job purpose:
Responsible for conducting telephonic sales as well as handling customer issues
pertaining to the sales of products within the United States market. The role will
include outbound and inbound sales calls (including cold calling) as well as the
provision of support queries from customers on the delivery and use of the
products.
In-the-job training will be provided with regard to products that the company
manufactures and sells.
The ideal person for this job?
Somebody with empathy and good conversational skills to build rapport with our
clients (who are mostly over the age of 50). Quick thinking and a go-getter attitude
will get you far! We are not simply selling a product or features. We are selling a
solution that will assist clients in reconnecting to the world they love. Being able to
build trust and take a journey with a client will be absolutely necessary.
REQUIREMENTS
Minimum education (essential):
Matric
Minimum education (desirable):
Relevant Certifications
Minimum applicable experience (years):
1 – 3 years
Required nature of experience:
- Customer relations
- Telephonic sales
- Call centre
- Technical support
- Administration
- Cold Calling
- Working within a digital environment
Skills and Knowledge (essential): - CRM system experience
- Telephonic sales experience and high conversion rates
- Excellent English skills
- Excellent communication ability and oratorship
- Conflict management
Working shifts, four working days on, one working day off
- Monday to Friday
COMPETENCIES
Essential Competencies: - Establishing Rapport
- Convincing People
- Articulating Information
- Thinking Positively
- Understanding People
- Valuing Individuals
- Taking Action
- Seizing Opportunities
Important Competencies: - Examining Information
- Developing Expertise
- Adopting Practical Approaches
- Generating Ideas
- Interacting with People
- Making Decisions
- Inviting Feedback
- Showing Composure
- Resolving Conflict
- Following Procedures
- Managing Tasks
- Upholding Standards
KEY PERFORMANCE AREAS, WEIGHTS & OBJECTIVES
Client Support and Relationship Management 30% - Solve problems for end users to get the products working.
- Solve problems as effectively and efficiently as possible in reducing the time
spent with each query. - Manage the ticketing system.
- Escalate queries with discretion.
- Respond to queries and follow up with feedback.
- Conduct business in a professional manner when communicating and
interacting with clients to ensure client satisfaction. - Maintain a high ‘customer effort score’ by going above and beyond for
customers. - Complete assigned CRM tasks for follow ups and support calls to clients.
New Business Generation 40% - Generate and secure potential revenue by:
Calling new prospective clients.
Following up on calls.
Following up on supplied leads. - Achieve set goals and targets.
- Upsell additional products to existing clients.
Communication Management 20% - Keep client interaction logs up to date on Salesforce.
- Report on campaigns (feedback to clients).
- Report to and work with other client relationship managers in the Contact Centre
to ensure client satisfaction. - Maintain ticketing system.
- Ensure other required documents, reports and email accounts are up to date and
accurate.
Quality Management and Data Security 10%
- Maintain absolute customer confidentiality and protection of personal
information. - Maintain client records in accordance with procedure.
COMPENSATION
R12 500ctc
