Sales Consultant - (Auto & General - Nightshift) at Telesure Investment Holdings (TIH)

JOB PURPOSE

Inbound or outbound policy sales, based on leads and campaigns. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis and propose customer solutions. Needs a solid knowledge of products, their characteristics, and market as well as focus on growth of the brand.

RESPONSIBILITIES

Customer Relationships Development

• Make calls by telephone to allocated customers to develop new relationships or as a first point of contact.

Customer Needs Clarification

• Interview the customer, following a complex multi-level sales script, to clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes.

Sell Customer Propositions

• Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale.

Operational Compliance

• Develop working knowledge of the organisation'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.

Customer Relationship Management (CRM) Data

• Schedule call back and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities.

Performance Management

• Prioritise own workflow and ensure work is completed to the required standards of productivity, quality, and timeliness; use performance management systems to improve personal performance.

Personal Capability Building

• Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.

Sales Opportunities Creation

• Identify potential customers by obtaining information, referrals, and recommendations from existing customers.

BEHAVIORAL COMPETENCIES

Drives Results

• Consistently achieves results, even under tough circumstances. For example, holds self to high standards of performance; sets some challenging goals; wants to achieve meaningful results; pursues initiatives/efforts to successful completion and closure. Focuses on key goals, even during setbacks and obstacles.

Communicates Effectively

• Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. For example, listens attentively and takes an interest. Keeps others well informed; conveys information clearly, concisely, and professionally when speaking or writing.

Interpersonal Savvy

• Relates openly and comfortably with diverse groups of people. For example, takes time to build rapport in meetings; speaks about common interests and priorities; shows tact and sensitivity in difficult interpersonal situations. Maintains productive relationships with a wide variety of people and from a range of backgrounds.

Persuades

• Uses compelling arguments to gain the support and commitment of others. For example, convinces others through a variety of means and methods of persuasion, including well-reasoned rationale. Recognizes when compromise is necessary and shifts approach to accommodate others.

Manages Complexity

• Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, quickly determines the most critical data and focuses analysis there; recognizes even subtle symptoms that indicate problems; probes deeply for root causes; uses systematic problem-solving methods well.

Action Oriented

• Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, identifies what needs to be done and acts quickly. Shows optimism and enthusiasm that affects others positively. Works independently but knows when to ask for help.

Customer Focus

• Builds strong customer relationships and delivers customer-centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas.

Being Resilient

• Rebounds from setbacks and adversity when facing difficult situations. For example, is calm and professional in difficult situations; continues to work toward objectives. Overcomes obstacles without becoming discouraged; draws lessons from failures. Recovers from setbacks and adversity.

Instils Trust

• Gains the confidence and trust of others through honesty, integrity, and authenticity. For example, consistently adheres to organizational policies and practices, even when they are unpopular or inconvenient. Builds trust by honouring commitments and by being open and honest at work.

Ensures Accountability

• Holds self and others accountable to meet commitments. For example, accepts responsibility for own work, both successes and failures. Handles fair share and does not make excuses for problems. Usually meets commitments to others.

Plans and Aligns

• Plans and prioritizes work to meet commitments aligned with organizational goals. For example, adopts a sequence of activities that allows for optimal efficiency and effective coordination with others. Makes skilful use of resources and support to deliver efficient, high-quality work.

Manages Conflict

• Handles conflict situations effectively, with a minimum of noise. For example, seeks out a variety of opinions and options; maintains an open mind; takes steps to ensure conflict remains constructive; avoids polarized or unilateral decisions; seeks agreement on critical issues.

SKILLS

Direct Sales

• Works with guidance (but not constant supervision) to maximise the volume and value of direct sales.

Verbal and written Communication

• Uses clear and effective verbal communications skills with guidance (but not constant supervision) to express ideas, request actions and formulate plans or policies. Fluent in English and Afrikaans.

Computer Skills

• Supports business processes with guidance but not constant supervision by understanding and effectively using standard office equipment and standard software packages.

Action Planning and work scheduling

• Works with guidance (but not constant supervision) to develop appropriate plans or perform necessary actions based on recommendations, requirements and achieve performance targets by optimising work scheduling.

Writing skills

• Uses clear and effective writing skills with guidance (but not constant supervision) to express ideas, request actions and formulate plans or policies. Competent in English and Afrikaans.

Requirements

EDUCATION

• General Education Matric / Grade 12 or SAQA Accredited Equivalent (Essential)
• Full 150 STI credits (Advantageous)
• Degree and/or diploma in business/marketing (Advantageous)

EXPERIENCE

• General Experience 2 or more years call centre experience (Essential)
• Experience in Financial Services Industry (Advantageous)