SafetyCloud Customer Care Agent (Internal Sales), Centurion at SafetySA

Responsibilities:

Sales Generation and Business Development

• Manage and maintain relationships with assigned customer accounts.
• Identify and pursue new business opportunities through lead generation, prospecting, and cold calling.
• Generate qualified sales opportunities and convert leads into confirmed sales.
• Achieve individual sales, activity, and revenue targets.
• Identify cross-selling and upselling opportunities across SafetyCloud's product and service offerings.
• Maintain an active sales pipeline and ensure consistent follow-up on opportunities.
• Conduct outbound customer engagement activities to promote products, services, and campaigns.
• Support business growth through proactive customer acquisition and retention initiatives.

Customer Relationship Management

• Build and maintain strong relationships with existing and prospective customers.
• Serve as a trusted point of contact for customer enquiries and support.
• Develop a thorough understanding of customer needs and recommend suitable solutions.
• Provide accurate information regarding products, services, training courses, and pricing.
• Ensure a high level of customer satisfaction through professional and responsive service.
• Resolve customer queries efficiently and escalate matters where required.
• Conduct regular customer follow-ups to strengthen relationships and improve conversion rates.

Quotations, Sales Administration and CRM Management

• Prepare and issue accurate quotations within agreed turnaround times.
• Follow up on quotations to maximise conversion opportunities.
• Accurately capture and maintain customer information and sales activities within the CRM system.
• Record customer interactions, opportunities, and sales outcomes.
• Process customer bookings, orders, and related documentation accurately.
• Maintain accurate pipeline information and sales forecasting data.
• Ensure all customer and sales records remain up to date.
• Support reporting requirements through accurate administration and record keeping.

Client Portal Adoption and Customer Engagement

• Promote and onboard customers onto the client portal.
• Educate customers on the benefits and functionality of the portal.
• Encourage customer adoption of self-service tools and online platforms.
• Provide support and assistance with portal-related enquiries.
• Drive customer engagement through available digital channels.

Reporting and Performance Management

• Monitor performance against agreed sales and activity targets.
• Maintain accurate records of sales activities and customer engagements.
• Prepare and submit weekly and monthly sales reports.
• Track lead generation, quotation conversion, sales performance, and customer retention metrics.
• Provide feedback on customer trends, market opportunities, and competitor activity.
• Participate in sales reviews, pipeline discussions, and performance improvement initiatives.

Health, Safety and Compliance

• Comply with all company Health, Safety, Environmental, and Quality (HSEQ) policies and procedures.
• Conduct all customer interactions in accordance with ethical sales practices and company standards.
• Maintain confidentiality of customer and company information.
• Comply with POPIA and all other applicable regulatory requirements.
• Participate in mandatory company, product, and compliance training programmes.
• Promote a culture of professionalism, integrity, and accountability.

Requirements

Qualifications:

• Business Administration, Business Management, Commerce, Sales and Marketing, Customer Relationship Management Or a related field
• Sales, Customer Service, Business Development, or Contact Centre certifications will be advantageous.

Experience:

• Minimum 2 – 3 years' experience in Internal Sales, Telesales, Customer Service, Business Development, or Account Management.
• Proven track record of achieving sales and customer engagement targets.
• Experience in lead generation, prospecting, cold calling, and sales conversion.
• Experience managing customer relationships within a B2B environment.
• Experience preparing quotations and managing sales opportunities.
• Experience using CRM systems and sales reporting tools.
• Experience within the training, health and safety, compliance, consulting, or professional services industry will be advantageous.

Skills:

• Strong sales, negotiation, and closing skills.
• Excellent verbal and written communication skills.
• Strong customer relationship management capability.
• Lead generation and prospecting skills.
• Excellent customer service and customer engagement skills.
• Strong administrative and organisational skills.
• Attention to detail and accuracy.
• Time management and prioritisation skills.
• Problem-solving and decision-making skills.
• Ability to work under pressure and meet targets.
• Proficiency in Microsoft 365, including Outlook, Teams, Excel, and CRM platforms.

Knowledge:

• Sales principles and consultative selling techniques.
• Lead generation and sales pipeline management.
• Customer relationship management best practices.
• CRM systems and customer database management.
• Quotation and sales administration processes.
• Customer service and customer retention principles.
• Business development and account management practices.
• POPIA and customer confidentiality requirements.
• Microsoft 365 and CRM reporting tools.
• Company products, services, policies, and procedures.

Other:

• Ability to work in a fast-paced, target-driven sales environment.
• Strong commercial and customer-focused mindset.
• Self-motivated, resilient, and results-oriented.
• Ability to build and maintain professional customer relationships.
• Professional appearance and conduct when representing the organisation.
• Strong commitment to customer service excellence and business growth.
• Willingness to participate in ongoing training and development initiatives.

High degree of professional ethics and values aligned with:

• Integrity
• Courage
• Care
• Passion
• Innovation
• Accountability
• Preference will be given to Employment Equity candidates.