Telesales Agent at TWK Agri

Responsibilities and Duties::

• Handling inbound and outbound calls courteously and efficiently, ensuring excellent customer service and resolving customer queries and concerns in a professional manner.
• Following standardized scripts and protocols while interacting with customers to ensure consistent communication and adherence to organizational guidelines.
• Identifying customer needs, suggesting appropriate products or services, and upselling or cross-selling where relevant.
• Maintaining accurate and detailed records of customer interactions and transactions in the CRM system.
• Managing and prioritizing multiple tasks to ensure timely resolution and response to customer inquiries.
• Collaborating with other team members and departments to gather information or escalate complex customer issues for resolution.
• Adhering to set KPIs (Key Performance Indicators) such as call handling time, average wait time, and customer satisfaction scores.
• Staying updated on product knowledge, industry trends, and business processes, and continuously improving communication and problem-solving skills through training and development opportunities.
• Remaining professional and composed when handling challenging customers or difficult situations and applying de-escalation techniques, if required.
• Regularly participating in team meetings, sharing best practices, and contributing to a positive and collaborative team environment.

Qualifications and Skills:

• Matric certificate
• Proven experience in a customer service or call centre role is an advantage.
• Excellent verbal and written communication skills in [language(s)] with an ability to effectively communicate complex information in a clear and concise manner.
• Strong active listening skills, empathy, and patience to understand customer needs and provide appropriate solutions.
• Proficient computer skills, including typing speed and ability to navigate multiple systems simultaneously.
• Familiarity with CRM systems and telephony technology is desirable.
• Ability to handle a high volume of calls while maintaining a professional demeanor and providing exceptional customer service.
• Strong problem-solving skills and ability to think quickly in a fast-paced and dynamic environment.
• Adaptability and willingness to work in shifts, including evenings, weekends, and public holidays.
• Highly organized and detail-oriented, with the ability to prioritize and manage workload effectively.
• Ability to work collaboratively in a team and independently with minimum supervision.
• Positive attitude, resilience, and willingness to learn and grow.