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Outbound - Customer Service Representative
3 months ago
Description:
A Customer Service Representative - Outbound is primarily responsible for undertaking marketing programs on behalf of the Client to assist in their development of strategic business plans.
Duties and Responsibilities
- Work through a campaign list and make outbound calls to customers;
- Ability to communicate information to customers in a confident and knowledgeable manner;
- Ensuring any promise made or undertaking given to the customer is followed through;
- Recognising when it is appropriate to seek advice or escalate a question to a Team Leader or Deputy, due to the customer concern pushing the boundaries of your knowledge and authority,
- Entering changes to contact details in the database and detailing the requirements for follow up calls when necessary;
- Promoting the Company product in a positive manner including recommending the purchase of Company products where applicable;
- Lead generation including brochure, test drive requests and quotes;
- Identifying sales opportunities for follow up by Dealers.
- Use common call centre telephone and computer technology;
- Communicate effectively and work in a customer contact centre environment;
- Attend training courses and manage professional development;
- Follow occupational health & safety policy and procedures;
- Manage customer relationships and liaise effectively with stakeholders;
- Follow the client's privacy and confidentiality guidelines when communicating with customers;
- General administrative duties including report preparation;
- Assist in special projects and participate in any other duties as requested;
- Adheres to the Percepta global values.
Education
- Has completed a high school certificate
- Has either completed or is currently studying a tertiary qualification or equivalent in a consumer/customer contact field or Marketing Discipline.
Experience
- Has had at least 2 to 4 years of work experience in a customer service role either face to face or over the phone
- Communicates both verbally and in written correspondence to an above average standard
- Has had at least 1 year of work experience in outbound sales/customer service in a call centre environment
Skills
- Proven successful customer service experience.
- Proven successful sales experience
- Excellent verbal and written communication skills.
- An appreciation and understanding of the role the company plays in the marketplace.
- Maintain a positive, professional and proactive attitude towards customer enquiries.
- Deliver quality performance.
- Ability to build rapport and promote a positive image to customers.
- Ability to relate to and deliver Percepta mission and values.
- Advanced organisational skills.
- Ability to seek advice or escalate issues when necessary.
