Online Sales Support Agent - WeBuyCars

Duties and Responsibilities:

Online Sales Support:

• Telephonic and Email support with any queries related to online sales
• Support to be provided to both staff (if they are uncertain and require assistance) and to customers
• Be pro-active in identifying possible solutions to make online sales support queries less or response time quicker

Capitec:

• Access Signio daily.
• Review all newly submitted Capitec finance applications
• Submit completed applications to Capitec for approval
• Phone customers with outstanding documentation and thereafter submit to Capitec for approval. Follow up with the customer until such time that documents are uploaded.
• Follow up with Capitec

• Contact customer once an approval is received from Capitec and inform customer accordingly.
• Match Customer with a sales executive and facilitate and follow up to ensure the transaction is concluded successfully
• Exception reports must be signed off by either the branch manager or the operations deputy manager and scanned into the Stock Take One drive folder daily.
• Report all problems before the close of business daily.
• Complete and share daily private online sales summary before the close of business daily.

Auction:

• Provide support to private individuals with any Auction query or enquiry
• Monitor Auction payments / online deposits on OZOW
• Contact customers with OZOW payment queries immediately (Payment queries will include abandoned payments and unsuccessful payments)
• Facilitate online private auction sales transactions
• Upon receipt of daily auction, receive pro-forma invoice and contact private customer with the highest bid and congratulate them.
• Once customer has been congratulated match them with a sales executive to invoice and deliver the vehicle.
• Follow up with Auction transactions to ensure the vehicle is delivered successfully
• Assist with refunds of private individuals
• Complete and share daily private auction sales summary before the close of business daily.

Complaints:

• Provide feedback and resolve as far as possible complaints with regards to online sales, online payments and private auctions.
• Follow complaints SOP and escalate when necessary.

Additional Tasks:

• Additional tasks within reason and relevance as deemed fit by your line manager / team leader may be given to you.

Key Performance Indicators:

• First Call resolution on online sales support
• Capitec apps submitted daily
• Capitec conversion rate measured weekly and monthly
• Complete and share daily online and private auction sales summary with all relevant managers and in all relevant groups.
• Private auction deals successfully delivered – measured weekly and monthly
• All daily, weekly and monthly tasks to be completed within agreed parameters.

Key Competencies and Skills

• Strong verbal and written communication skills
• Listening skills
• Problem analysis and problem solving
• Customer service orientation
• Team work
• Stress tolerance

Further requirements:

• Grade 12
• Fully bilingual in English and Afrikaans
• Minimum 2 years experience in a Call Centre

Package related information:

• 15 Days Annual Leave
• Momentum FundsAtWorkProvident Fund