We are looking for an enthusiastic customer care and telesales representatives. You will act as a liaison to provide product/services information to our users, resolve any emerging problems with accuracy and efficiency, close sales deals over the phone and maintaining good customer relationships.
The goal is to help the company grow and sustain itself by ensuring excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.
Responsibilities
• Learn details about our product and service offerings
• Answer questions about products or the company
• Manage large amounts of incoming calls.
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Maintaining a positive, empathetic and professional attitude toward customers at all times.
• Responding promptly to customer inquiries.
• Communicating with customers through various channels.
• Ask questions to understand customer requirements and close sales
• Enter and update customer information in the database
• Handle grievances to preserve the company’s reputation
• Keep records of calls and sales and note useful information
• Reach out to existing and potential customers to present our product and service offering
• Address any questions or issues customers may have
• Generate sales leads
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Ensure customer satisfaction and provide professional customer support.
• Select appropriate responses to customer issues and work quickly to resolve them
• Refer advanced cases to management for resolution, providing background information as necessary
• Initiating sales with potential customers over the phone.
• Asking questions to engage customers and keep the conversation going.
• Keeping up to date on all products and informing customers of new products.
Requirements
• Proven experience as customer care representative
• Proven experience as telesales representative or other sales role
• Smart and sharp with ability to quickly learn and grasp about systems in use, products and services and describe/explain them to users.
• A problem solver.
• Fluent in English and Swahili.
• Computer literate – can type and have knowledge and experience with Microsoft word and excel.
• Dedication to customer satisfaction and genuinely excited to help customers.
• Professional. Passionately communicative, friendly, patient, calm, composed and bearing a positive attitude.
• Outstanding listener.
• Persuasive with outstanding negotiation skills.
• Excellent telephone etiquette.
• Hand on experience with help desk and sales environment, tools such as CRM, call center etc
• Ability to adapt to various roles.
• Excellent interpersonal, communication and presentation.
• Strong phone contact handling skills and active listening
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to multi-task, prioritize, and manage time effectively
• Flexibility to work different shifts (including evenings, weekends, or holidays)
• Ability to thrive in fast-paced environment, multitasking while keeping focus on the customer
• Creative thinking skills.
• Ability to follow scripts without sounding mechanical
• Team player and can contributes information, ideas, and research to help develop the company.
A liaison to provide product/services information, resolve issues with accuracy and efficiency, close sales deals over the phone
