Job Title: Customer Care Agents Outbound
Job Summary:
- Proactively making outbound calls to customers to qualify sales leads from various sources, explain the Company value proposition (speed, quality, reliability, simplicity), convert leads into pre-sales and make sales appointments on behalf of Direct Sales Account Managers.
- Proactively making outbound calls to customers as specified in Company’s customer lifecycle/ contact management strategy (e.g. welcome call after 1 week, health check calls after 3 – 6 – 12 months, up-/ and cross-selling calls).
Key Duties and Responsibilities:
- Utilizing approved sales script, gather information, qualify, and make appointments on behalf of Direct Sales Account Managers with targeted customers to convert leads to a new ‘acquired’ customer
- Obtain, where possible, referrals and/or additional sales leads
- Provide quality service, minimise errors and continuously improve performance
- Handle and resolve customer enquiries, complaints, problems in best possible and professional manner, provide product and/or service information as necessary
- Escalate (where necessary) and follow up on customer issues to ensure they are promptly addressed and that complaint resolution is within the agreed SLA’s.
- Prompt escalation of identified “general” issues affecting many customers incl. resolution follow up with all internal and external stakeholders
- Ensure compliance to agreed Company Call Centre SLA’s, regulatory and other applicable legal requirements
- Participate in sales and other staff meetings as required from time to time
- Actively participate in activities and events and contribute to overall team success
- Complete required daily, weekly and monthly call logs and reports and submit timeously to assigned manager as required.
- Make appropriate recommendations where necessary record customer and call information into Company data-base, e.g. JIRA
- Provide any other ad hoc duties assigned from time to time by the Line Manager or any other person appointed by the Company for this purpose.
Qualifications, Skills & Experience:
- Certificate of Secondary Education
- Ability to work shifts across a six (6) day working week
- Good spoken and written command of the English language
- Ideally previous call centre experience and/or customer care/service
- Previous experience with data and/or Telco related products or services
- PC Literate (MS Office, i.e. Word, Excel and PowerPoint, social media + Other)
- Experience in the same or similar role in an ISP or telecom services provider advantageous
- Local market knowledge
- Demonstrable successful Interpersonal and networking skills
How to apply:
If interested in this Job vacancy, feel free to forward your CV and cover letter with 3 work related referees to the address or e-mail below. Please mark your application and the email or envelope subject should be “position name PPG” where you replace position name with the position you would like to apply for. E-mails must not exceed 2 MB.
While we thank all applicants for your interest, only those selected for interviews will be contacted. Any form of lobbying will lead to automatic disqualification.
People Performance Group
Plot 8 Kitante Close, Kitante
P.O. Box 12405, Kampala
Uganda
E-mail: [email protected]
Plot 8 Kitante Close, Kitante
P.O. Box 12405, Kampala
Uganda
E-mail: [email protected]
Deadline: 11th April, 2013
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