Telesales Clerk - Transpharm Pretoria

Purpose of the Job

Assist clients telephonically and electronically (Chat & E-mail) by taking their orders, dealing with customer service enquiries and resolving complaints and performing outbound calls to promote and sell products to existing and potential clients. Increasing sales and retaining the customer base through relationship building, product offering, cold calling, and cross-selling/upselling.

Key Performance Areas

• Service level

• Customer service

• Inbound sales

• Outbound sales

Job Objectives

• • Reduce the number of drop calls to zero
• • Maintaining a service level of 95% and meeting the inbound calls target
• • Manage the chat and e-mail channels, ensuring immediate response to online clients and resolution of complaints and enquiries
• • Adhere to good customer service principles as per Shoprite and adhere to all SOP as defined for your line of business
• • Conform to QA guidelines as set out by operations
• • Resolve and log client queries and complaints accurately using the provided systems 
• Achieve a quality score of not less than 80% and reduce the number of dropped calls to zero
• • Ensure quality & accuracy when actioning tasks/providing information
• • Log and resolve CRM tickets accurately and within the specified time limit
• • Receive phone calls, chat & e-mail orders and accurately capture onto the system
• • Phone customers for orders and capture them onto the system
• • Perform outbound calls to existing and potential clients to promote products/campaigns
• • Close deals over the telephone 
• Call clients for back-in-stock products
• • Complete daily rep calls
• • Perform telesales drives and promotions

Qualifications

• Grade 12 qualification

• Call centre certification and higher learning certificate or diploma advantageous

Experience

• Minimum 6 months of inbound call centre experience

• Minimum 6 months of outbound call centre experience

• Experience in client retention and sales advantageous

Knowledge and Skills

• • Pharmaceutical industry work experience is very advantageous
• • Customer service knowledge
• • Call centre knowledge
• • Sales
• • CRM
• • Proven record of accomplishment of successfully meeting sales targets and delivering exceptional customer service over the phone • Good telephone etiquette
• • Computer literate: MS Office, Call centre software and CRM systems
• • Target driven
• • Ability to perform under pressure
• • Negotiation skills and effective in handling objections
• • Ability to resolve issues and address complaints
• • Ability to work in a team
• • Ability to learn about products/systems and describe/explain them to prospects
• • Multilingual (English and two other South African languages)