FirstRand Group Call Centre Jobs in Johannesburg
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MotoVantage, formed through a partnership between FirstRand Group and The Hollard Insurance Company, brings you innovative vehicle insurance products at competitive prices as add-ons to any finance agreement. We are seeking to recruit a Team Lead within our Telesales department.
purpose
Responsible for a combination of sales and customer service. including cross-selling to clients as well as nurturing the client relationship
responsibilities
- Drive significant growth and profitability in the context of cost management.
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- Manage costs / expenses within approved budget to achieve cost efficiencies.
- Deliver exceptional service that exceeds customers' expectations through proactive, innovative and appropriate solutions.
- Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SME’s, project managers and senior staff members.
- Monitor and manage the resolution of customer complaints and ensure resolution of escalated customer and staff complaints.
- Maintenance of expert knowledge on specific products, pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.
- Drive improvement of campaign performance and successes in regard to target market, Quality of data, relevance of offer, customer experience, and customer requirements.
- Contact prospective clients and sell appropriate banking products in order to achieve Team sales targets.
- Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information.
- Comply with governance in terms of legislative and audit requirements.
- Ensure efficiency of service productivity and performance in Call Centre.
- Achieve agreed Call Control, Call Quality and Call Protocol assessment ratios.
- Improve customer satisfaction, experience, and insight through call analysis.
- Report on required Call Centre activities and deliveries to improve business results
- Manage own development to increase own competencies.
- Plan and manage performance, skills development, employment equity, talent and culture of team in order to improve innovation, achieve efficiencies and increase competencies.
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experience and qualifications
- Diploma or Degree.
- 3 – 4 years related experience.
additional requirements
In accordance with National Credit Act (NCA) candidates applying for this role will require a credit record check.
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