Call Centre Agent - Cape Town at Pinnacle ICT

Job Purpose

• The purpose of this role is to act as the primary contact for Support and Sales IT services. The role involves, answering incoming calls and emails from customers who need pricing and support, responding to customer queries and inquiries, providing recommendations on IT solutions, managing complaints, and providing general services information.

Key Responsibilities

•  Answer incoming calls and respond to customer’s emails
•  Manage large amounts of inbound and outbound calls in a timely manner
•  Provide product and service information to customers
•  Manage and resolve customer complaints
•  Answer customer queries
•  Pipeline management
•  CRM management
•  Achieve monthly sales target
•  Identify and escalate issues to supervisors
•  Recognize, document, and alert the management team of trends in customer calls
•  Complete call logs and applicable reports
•  Other duties as assigned

Requirements
Experience and Knowledge:

•  Proficient in relevant computer applications
•  1-3 years of experience in a call center environment
•  Previous experience in a customer support or sales role
•  Knowledge of customer service practices and principles
• Prior working experience within an IT Company or in the ICT Distribution industry will be an advantage.
•  Previous experience selling and working with customers at all levels of an organization including high-profile customers.
•  Working experience in a customer service environment

Skills and Education:

•  Matric is required
•  Excellent data entry and typing skills
•  Strong telephonic and verbal communication skills along with active listening
•  Customer focus and adaptability to different personality types
•  Consistency and a strong work ethic
•  Ability to handle stressful situations appropriately and necessary soft skills
•  Ability to multi-task, set priorities, and manage time effectively
•  Intermediate skills in MS Word, Excel, Outlook, and PowerPoint
•  Organized individual who is deadline-driven with good time management skills
•  Excellent interpersonal skills
•  Good attention to detail
•  Sales and upselling skills
•  Developed negotiation skills

Personal Attributes

•  Able to work in a pressured environment, to chase and meet targets
•  Interested in IT products and technology
•  Interested in continuously learning about technology products
•  Confident, self-motivated, and display a high level of energy
•  Customer service orientated
•  Enjoy collaboration and able to work as part of a team
•  Willing to go the extra mile to deliver the exceptional
•  Strong administrative abilities
•  Self-managed