SafetyCloud Outbound Call Centre Agents Centurion at SafetySA

Responsibilities

Sales and Lead Generation

• Conduct high-volume outbound cold and warm calls to prospective and existing customers.
• Promote and sell SafetyCloud products and services.
• Generating qualified sales leads and convert opportunities into confirmed sales.
• Identify customer needs and recommend suitable solutions.
• Effectively manage customer objections and close sales using approved sales techniques and campaign scripts.
• Identify and maximize upselling and cross-selling opportunities.
• Achieve individual and team sales targets. 

Customer Service and Relationship Management 

• Provide professional, accurate, and courteous service to all customers. 
• Respond to customer enquiries via telephone and email. 
• Build and maintain positive customer relationships through regular engagement and follow-up. 
• Assist customers with product information, quotations, bookings, and service-related queries. 
• Follow up on customer requests and outstanding actions to ensure resolution. 
• Handle escalations professionally and refer complex matters to management when required. 

Administration and CRM Management 

• Accurately capture and maintain customer information within the CRM system. 
• Record all customer interactions, lead statuses, and sales outcomes. 
• Send information packs, quotations, and related documentation to customers when requested. 
• Receive and process booking forms and proof of payments. 
• Confirm bookings with relevant branches and departments. 
• Route Requests for Quotations (RFQs) and other enquiries to the appropriate departments. 
• Prepare and maintain daily operational and sales reports. 

Call Handling and Operational Support 

• Manage callback activities, including abandoned and follow-up calls. 
• Transfer calls to the appropriate department or branch when necessary. 
• Maintain high service levels and call quality standards. 
• Support company initiatives and campaigns as required. 

Compliance and Product Knowledge 

• Conduct all customer interactions in accordance with company policies, ethical sales practices, and POPIA requirements. 
• Safeguard customer information and confidentiality at all times. 
• Maintain an up-to-date understanding of company products, services, processes, and promotions. 
• Participate in training and development activities to improve performance and product knowledge. 

Requirements

Qualifications :

• Grade 12 (Matric) is essential.
• Certificate or Diploma in Sales, Marketing, Business Administration, Customer Service, or a related field will be advantageous.
• Sales, Contact Centre, Customer Service, or Telesales certification will be advantageous.

Experience:

• Minimum 2–3 years' experience in a contact centre, telesales, outbound sales, or customer service environment.
• Proven track record of achieving and exceeding sales targets.
• Experience working in a target-driven and commission-based sales environment.
• Experience in lead generation, customer engagement, and sales conversion.
• Experience working with CRM systems.
• Experience within the training, health and safety, compliance, education, or professional services industry will be advantageous. 

Skills: 

• Strong sales and closing skills.
• Excellent verbal and written communication skills.
• Customer relationship management skills.
• Negotiation and persuasion skills.
• Lead generation and prospecting skills.
• Objection handling and problem-solving capability.
• Strong customer service orientation.
• Excellent telephone etiquette.
• Time management and organisational skills.
• Attention to detail and administration skills.
• Strong reporting and CRM management skills.
• Proficiency in Microsoft Office Suite and CRM systems.

Knowledge:

• Sales principles and consultative selling techniques.
• Contact centre operations and service delivery standards.
• Customer relationship management practices.
• Lead generation and sales pipeline management.
• CRM systems and customer database management.
• Customer service excellence principles.
• POPIA and customer confidentiality requirements.
• Company products, services, policies, and procedures.
• Performance measurement and KPI management.
• Industry trends and customer engagement best practices.

Other:

• Ability to work in a high-volume, target-driven environment.
• Willingness to work extended hours when required to meet business demands.
• Ability to work independently and as part of a team.
• Ability to remain motivated and resilient in a sales environment.
• Strong commitment to customer service and sales excellence.
• Professional appearance and conduct when representing the organisation.
• Willingness to participate in ongoing training and performance development initiatives.
• Ability to achieve performance targets linked to commission-based incentives.

High degree of professional ethics and values aligned with:

• Integrity
• Courage
• Care
• Passion
• Innovation
• Accountability
• Preference will be given to employment equity candidates.