Job vacancy Inbound Call Center Agent

JM, Kingston

• Sales agents are the principal point of contact between a business and its customers. Sales agents may do everything from ensuring customers have the right products and services while maintaining good customer relations to pursuing new sales opportunities.

Responsibilities

• Primary objective is to receive inbound calls, schedule callbacks, connect to outbound calls, interact with customers to identify needs, clarify information, research every issue, and provide solutions and/or alternatives that will assist in closing sales to meet and/or exceed required performance target.
• Follow set communication guidelines in addressing the needs and problems faced by customers
• Follow set guidelines in the processing and implementation of orders, applications, and forms submitted on behalf of customers
• Build positive work relationships with customers to enhance the image and public perception of a company
• Manage large amounts of inbound calls/scheduled callbacks in a timely manner with little wait time in between calls.
• Follow communication “scripts” when handling different topics
• Seize opportunities to Sell/Upsell & Cross sell products and services to customers when providing telecommunication solutions on all applicable calls ensuring that we sell the appropriate products that will retain customers.
• Accomplish sales and organization mission by meeting personal/team qualitative and quantitative targets results as required.
• Maintain and improve quality results by adhering to standards and guidelines;
• Update job knowledge by studying new product descriptions; participating in educational opportunities using company and client approved tools and application.
• Be open to and participate in coaching sessions toward development and performance improvement
• Maintain a courteous, upbeat tone and friendly disposition when interacting with customers irrespective of their temperament
• Research required information using available resources
• Identify and escalate issues immediately to your supervisor
• Maximizing on transfer opportunities by routing calls to appropriate departments.
• Follow set procedures to ensure equipment and devices are operational and report problems as required.
• Adhere to scheduled shift

Skills
Must be able to manage yourself by maintaining high self-control, self-confidence, and resilience
· Must be able to manage the sales process by demonstrating high problem-solving skills and techniques, as well as ensuring you are research and results-oriented, and taking initiative
· Must be able to manage the customer relationship by showing empathy, networking, influencing others, and being customer service oriented
Must be punctual and have excellent attendance
Requires an excellent telephone and personal demeanor
Must have excellent organizational, written, and oral communication skills
· Must be able to describe & remotely demonstrate products and match their advantages to customer needs
Must be able to handle multiple projects simultaneously
Working knowledge of Microsoft Office
Requires the ability to work cooperatively on a team with other inside sales representatives
Must be flexible to work any shift – day or night as may be required

31 May, 2024 (14 days left)