Contact Center Operator - KwaZulu-Natal at Omnia (Pty) LTD

Overview    

• Provide current and new clients with differentiated product solutions telephonically. 

Qualifications    

• Grade 12/Matric
• University Qualification will be an added advantage

Experience    

• 13 months to 3 years in a Call Center environment

Duties    
Product/Service Information:

• Provide advanced product/service information.

Customer Order Processing:

• Record and process customer orders selecting the most appropriate approach based on predefined options.

Customer Needs Clarification:

• Interview the customer to clarify the customer's requirements.

Resolving Customer Issues:

• Respond to basic and advanced customer issues such as returns, exchanges, and complaints; escalate appropriately.

Customer Relationship Management (CRM) Data:

• Ensure that basic customer details held in the system are accurate and make notes of follow-up actions that have been promised, together with notes of actions taken during each sales call.

Sell Customer Propositions:

• Identify standalone product or service that meets the customer's requirements, explain the product/service features and standard terms of sale to the customer, and invite them to make a purchase.

Customer Service:

• Carry out a range of customer service activities, including handling customer cases and enquiries that are more complex or outside the norm.

Operational Compliance:

• Develop working knowledge of the organization's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Personal Capability Building:

• Develop and maintain excellent process or technical skills by participating in assessment and development planning activities as well as formal and informal training and coaching.

Work Scheduling and Allocation:

• Organize own work schedule to get the job done, coordinating with support services, and assigning short-term tasks to others if necessary

Job Competencies    
Core Behavioural Competencies:

• Customer Focus
• Communicates Effectively
• Ensures Accountability
• Being Resilient
• Action Oriented
• Decision Quality
• Manages Complexity
• Interpersonal Savvy
• Situational Adaptability
• Optimize Work Processes

Functional / Technical Competencies:

• Strengthens Customer Connections
• Masters Service Conversations
• Navigates Customer Challenges
• Leverages Digital Communications with Customers
• Verbal Communication
• Builds Customer Loyalty
• Customer-Focused Approach
• Initiates Compelling Sales Conversations
• Manages Resistance
• Service Into Sales
• Understands Buying Influencer Needs
• Understands Customer Needs
• Closes Effectively
• Diagnoses Needs with Questions
• Effectively Presents Solutions
• In-Depth Questioning
• Knows the Buying Influences
• Negotiates Strategically/Tactically
• Pre-Call Preparation
• Questions Strategically
• Understands Issues/Motivations

Closing Date    
2023/08/01