Call Centre Agent
Listing reference: twizz_000124
Listing status: Cancelled
Apply by: 22 August 2022
Position summary
Industry: Food & Beverages
Job category: FMCG, Retail, Wholesale and Supply Chain
Location: Gauteng
Contract: Permanent
Remuneration: Market Related
EE position: No
Introduction
We invite suitably qualified candidates to apply for the Call Centre Agent role based in our Johannesburg Depot. The CCA will be assigned to enable superb service delivery to our Sales Team and Customers.
Job description
The Call Centre Agent will represent Twizza’s professional brand at all times through the following channels:
- Inbound Sales– Managing inbound calls and inbound emails from customers to place stock orders across principles, handle enquiries, managing complaints and provide general information by capturing all the above on all relevant systems.
- Outbound Sales– The Ability to up sell and cross sell the full range of Twizza product offering incl Energy and water while working through a national leads database with an excellent strike rate. Phone customers on Promotions as per the promotional calendar. The outbound calls could include call cycles for a specific salesperson due to inability to complete call cycle for a specific day and could be at short notice.
- Customer service – Monitor delivery schedules and advise customers of any changes affecting their deliveries. Respond timeously and professionally on customer emails received.
- Stakeholder Management – Communicate effectively and timeously to stakeholders where any changes or information may impact them directly – this is not limited to
- Order changes (NDD, delivery date or changes to orders)
- Special request from customers are communicated
- Any information with difficult customers, customers who do not want to stock Twizza, relationship issues – communicated to the Call center manager and sales person for the store.
Minimum requirements
What Education Core Knowledge and Experience will afford me this opportunity
- A Diploma/B-degree in Sales & Marketing OR e-Commerce
- 2 years’ experience in Telesales in a highly pressurised Call Centre environment, preferably FMCG
- Ability to work long extended hours if/when necessary.
- Knowledge of Customer service practices and principles.
- Intermediate experience level in Outlook, Word, Excel & knowledge of CRM databases
- Advanced data capturing with high level of accuracy, detail and written English skills.
What demonstrated competencies are key to success in this role?
- Driving for Excellence- Takes responsibility for achieving agreed outputs within set deadlines and persists until successful outputs are achieved
- Business Focus- Understands Twizza's goals in terms of short-term actions as well as broader long-term objectives.
- Coaching for Performance- Provides performance feedback to supervisors and peers in a constructive and objective manner.
- Effective Communication- Develops a network of contacts inside and outside the organization to gain and share information.