The purpose of this role is to generate increased sales volumes by ensuring all enquiries, leads and development opportunities are maximized through making appointments for field based sales colleagues and selling over the telephone where appropriate. Additionally to drive customer retention and service excellence by interacting with an existing customer base telephonically and conducting customer account reviews on them and identifying up and cross selling opportunities to retain and grow the portfolio.
- Provide accurate and comprehensive information to prospective and existing customers and ensure accurate and rapid feedback is provided to the customer
- Ensure that accurate notes are logged for every interaction with a client on the relevant and appropriate system and trackers
- Regularly follow up on appointments, issues, leads, enquiries and quotes progress and communicate the status of this to the team, branch and customer if necessary.
- Promote goods and services by telephone or electronic mail and working form lists of contacts or self generated opportunities
- Create interest in goods and services, and seek a sale or agreement from the customer
- Follow up with sales consultants on the status of prospects and leads and communicate and report on these to the team and the business
- Arrange, process and despatch goods, services, information kits and brochures to customers
- Arrange appointments for sales representatives and book these in their Google Calendars
- Recording notes for follow-up action and updating marketing databases to reflect changes to the status of each customer
- Maintain statistics of calls made and successes achieved and submit reports on activities and results as required.
- Conduct Account Reviews as prescribed with existing customers to promote customer retention and growth of portfolio.
- Answer telephone calls promptly to handle queries, complaints, escalations and follow up on these to ensure resolution.
- Take ownership when handling customer queries and complaints with the aim to find resolution rapidly and at the point of first contact
- Establish and maintain effective customer relationships by identifying and establishing customers’ needs, competently and demonstrate the benefits of RI's products and services by responding appropriately to a customer’s requirements.
- Engage in discussions and negotiations with customers to reach a point of mutual agreement keeping commercial factors in mind.
- Develop a customer portfolio plan ensuring time is allocated across all customers in relation to their overall value to RI.
- Work alongside the support and operations team to ensure that all new and existing customers are set up, managed and serviced effectively.
- Support the implementation of tactical sales plans in line with the company's and regions sales strategy for retention and sales
- Keep up to date with competitor activity and report and escalate these to management.
- Identify and qualify opportunities to sell new products or services and communicate these to the salesperson where appropriate.
- Use the sales tools in line with the agreed sales process to maintain and develop pipeline and customer information.
- Attend team meetings and contribute as necessary on own individual performance by being prepared for manager review meetings and sales activity reporting
- Drive and support the activity and productivity of field sales colleagues by assisting to manage time effectively by ensuring their diary is maximised, up to date and accurate at all times.
- AR review and follow up with clients to ensure payment received, populating SC calendar to review AR disputes
Requirements
- Excellent communication skills (written/verbal/non-verbal)
- Excellent and professional telephone manner
- Computer Literacy (Google Docs, Excel, Word, PowerPoint)
- Self motivated showing initiative
- Persuasiveness /sales ability and skills
- Highly energetic and goal orientated
- Manages stress well
- Determined and driven
- Shows resilience
- Matric
- Applicable tertiary education (advantageous)
- Successful track record
- 2 years of related experience
- Call centre experience (advantageous)
- Service/solution selling environment experience (beneficial)
Benefits
Medical Aid
Pension Fund
