Agent: Contact Centre Direct Sales at AfroCentric Group

Position Purpose

• To generate new business by contacting potential customers, meeting and exceedingly daily, weekly and monthly sales targets by selling according to licensed categories approved by the regulator. To provide financial advisory and intermediary services (FAIS) to clients. Ensure all leads are worked timeously, productivity standards are met, and sales conversion targets are achieved.

Experience

• 1 - 2 years direct sales experience, preferably in the medical industry

Qualifications

• Representative RE5, relevant NQF qualification as per Financial Sector Conduct Authority (FSCA). CMS accreditation advantageous.

Accountabilities:

Client service delivery and quality

• Follow procedures and cooperate with peers and leader for best possible service delivery

Compliance and Risk Management

• Defined legal, statutory and regulatory compliance is maintained at the required standards 
• Operational risk and governance structures, measures and frameworks are complied with, and necessary action is taken to address issues, when necessary

Financial Management

• Contribute to cost savings within the department to assist with financial goals and targets

Operating Model

• Engage with clients to ensure swift resolution of queries and provide required customer service 
• Provide specific, factual and correct progress or feedback to all stakeholders 
• Take ownership of all queries, pre-assessments, submission of claims and printing of membership cards
• Meet delivery objectives through working with other team members within and linked to the department / project 
• Resolve operational performance variations and problems and escalate unresolved issues to higher levels 
• Ensure delivery targets/objectives are met and operate in a supportive manner to achieve successful deliver

Operational Implementation of Strategy

• Keep up to date with operational changes implemented in response to important external influences 
• Deliver in a manner that supports and meets operational quality standards and meets the defined
• departmental priorities 
• Perform according to defined operational best practice and identify and implement opportunities for continuous delivery improvement

Operational Leadership

• Deliver personal performance within Human Capital frameworks and policies to ensure delivery to agreed standards and objectives 
• Engage in development, coaching and mentoring 
• Support transformation through valuing diversity 
• Behave in alignment with the Afrocentric values

Stakeholder Management

• Ensure appropriate, active and informative relationships with customers and relevant stakeholders are successfully achieved 
• Address customer or stakeholder complaints in alignment with the policies and procedures and ensuring customer / stakeholder buy-in 
• Generic Objectives

Specific deliverables:

Operating Model:

• Engage with clients to ensure swift resolution of queries and provide required customer service
• Provide specific, factual and correct progress or feedback to all stakeholders
• Take ownership of all queries, pre
• assessments, submission of claims and printing of membership cards

Position Specific Outputs  

• Meet and exceed daily, weekly and monthly targets by contact potential clients to sell products in the licensed categories approved by the regulator
• Analyse client medical aid needs and advise on available or suitable options
• Obtain client information and capture accurately on system
• Maintain fit and proper requirements
• Have an understanding of the leads management system
• Meet and exceed productivity targets
• Maintain quality standards of sales done

Skill

• Attention to Accuracy and Detail 
• Customer Focus 
• Telesales skills 
• Written and verbal communication skills 
• Data capturing skills 
• Customer Focus