Current Jobs at CLS Human Capital Speciaists

Qualification and Experience

• Matric certificate
• 1-2 years of experience within a similar role
• MS Office literate
• Strong organisation and administration skills
• Excellent telephone etiquette
• Fully bilingual (Proficient in Afrikaans and English)
• Own transport

Key Performance Areas

• Answer incoming calls and transfer them to the relevant
• Taking messages if the relevant person is not
• Meeting and greeting
• Assist clients with any queries that they may
• Assist with administration
• Keeping the reception area tidy

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Minimum education (essential):

• National Senior Certificate

Minimum education (beneficial):

• 2-3 years

Required nature of experience:

• Personal assistance experience
• Ordering of Office supplies
• Compiling and filling of information
• Experience on Excell sheets

Skills and Knowledge (essential):

• Microsoft Excel
• Debtors’ processes
• MS Office
• Google Suite

Skills and Knowledge (beneficial):

• Insurance administration

Other:

• Proficiency in Afrikaans and English
• Own transport and valid driver’s licenseac

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REQUIREMENTS

• Minimum education (essential):
• National Senior Certificate.

Minimum Education (desirable):

• Relevant FAIS (150 Credits).
• RE5 (will be advantageous).

Minimum applicable experience (years):

• 1-2 years administrative experience.

Required nature of experience:

• Customer relations.
• Previous experience in the insurance industry (Advantageous)

Skills and Knowledge (essential):

• Computer Literacy – MS Office, Word, Excel, Outlook.

Other:

• Bilingual in Afrikaans and English
• Reliable Transport

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Minimum education (essential)

• Matric

Minimum education (desirable)

• Relevant Diploma or Certificate

Minimum applicable experience (years)

• 3 - 5 years

Required nature of experience

• Sales
• Working in the schools environment
• Customer service
• Cold Calling
• Working within a digital environment
• Digital technology
• CRM Systems 

Key Performance Areas, Weights and Objectives

Revenue Growth 50%

• Generate new business (new accounts) for revenue growth against targeted growth. (80%)
• Upselling and cross-selling revenue growth on existing business. (20%)

Pipeline Management 25%

• Identify prospects and prioritise activities with key prospects. (50%)
• Restrict and control sales pipeline leakage. (15%)
• Prepare an appropriate sales approach for different audiences, including presentations and discussions. (15%)
• Monitor the conversion process with adequate communication and feedback to potential clients. (5%)
• Prepare an annual sales plan, and prepare and control budgets and forecasts. (5%)
• Convert sales leads within reasonable time and in line with sales targets. (10%)

Continuous Development  10%

• Understand all products available in the d6 offering. (80%)
• Continuously provide team members with relevant market and product related information. (20%)
• Budgeting, Reporting and Admin
• 10%
• Ensure continuous updating of applicable sales software with recent information, activities and actions. (100%)

Events Planning and Coordination 5%

• Plan and coordinate events within a given budget. (60%)
• Monitor and report on event successes and propose possible future improvements. (40%)

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Minimum education (essential):

• Matric Certificate

Minimum education (desirable):

• Relevant Management or Contact Centre Certifications

Minimum applicable experience (years):

• 3+ years in Call Centre Management / Supervision

Required nature of experience:

• Team management / supervision
• Enforcing OP’s and Company Policies 
• B2C / DTC sales
• Customer relations
• Telephonic sales 
• E-commerce platforms
• Technical support
• Sales and reporting  
• Working within a digital environment
• Working across different timezones with different countries

Planning & Reporting 15%

• Liaise with manager to understand and articulate strategic direction for the team itself, as well as for the team’s product and system output.
• Steer the direction of the team by communicating the strategy into a workable and efficient plan, presenting assumptions and recommending objectives as required.
• Interpret customer retention and satisfaction reports and advise on (and implement) midcourse corrections and/ or improvements. 
• Monitor management-approved key metrics and performance on each metric within a satisfactory range. 
• Report on performance on key metrics to management satisfaction. 
• Ensure the level of performance on key metrics is achieved to management satisfaction.
• Assist in maintain team shift schedule - manage exceptions of the team schedule.

Team Supervision 20%

• Responsible for the supervision of call centre agents. 
• Ensure active management of team’s KPI's with frequent and proactive feedback.
• Ensure there is appropriate and continuous team training.
• Active monitoring and reporting of performance of team members with scheduled, regular check-ins, performance appraisals (in conjunction with the Call Centre Manager) and required documentation.
• Monitor and manage peak times and operational capacity and allocate resources appropriately under guidance of the RTA and/or HHM.
• Manage Salesforce CRM and the assignment of tasks and priorities.
• Enhance and encourage a culture of excellent customer service.
• Cultivate and maintain a healthy and effective team culture, in accordance with our values.
• Ensure other required documents, reports and email accounts are kept up to date and accurate.

Sales 5%

• Ensure wrap-up tasks (for example capturing the call outcome and notes) are completed accurately and thoroughly according to procedure.
• Ensure agents action inbound sales calls according to procedure.
• Drive the upsell of additional products to existing or (and prospective) customers. 
• Ensure agents provide good quality information to customers to ensure that the products meet their needs to minimize returns.
• Ensure agents are equipped to assist customers with questions about hearing loss and hearing aid benefits.
• Assist in achieving set revenue goals and targets.

Customer Support 25%

• Managing escalations from the agents to solve problems for end users, and escalate to manager when necessary. 
• Manage customer cases and complaints in the CRM.
• Handle escalated queries with discretion and efficiency. 
• Ensure agents maintain a high first contact resolution rate, without compromising customer care.
• Ensure agents provide comprehensive troubleshooting and solve problems for customers to get the products working over either voice or video call, live chat, email or text message.
• Ensure agents obtain and note quality information from the customers to allow for effective management of the relevant escalation.
• Ensure agents offer our customers the best care by making appropriate call transfers, where the knowledge or skills of other team members are required.
• Ensure that the majority of clients have gone through the onboarding process (where possible).
• Ensure agents transfer/relay queries to the Fulfillment or Debtors team in a timely manner.
• Ensure agents complete assigned CRM tasks for support calls to customers thoroughly and in a timely manner.
• Assist with and resolve, as far as possible, any audiological queries or challenges.
• Ensure the retention programme is actioned appropriately and thoroughly

Customer Experience 15%

• Ensure customers have a positive view of the company and its products and the customer support team and processes. 
• Solve problems as effectively and efficiently as possible by reducing the time spent with each query; and encourage same behaviour within the team.
• Conduct business in a professional manner when communicating and interacting with customers to ensure customer satisfaction; and encourage same behaviour within the team.
• Maintain a high ‘customer effort score’ and ‘customer satisfaction rating’ in the call centre, across the board.
• Ensure agents gather customer feedback via post-call reviews and the product's rewards program.
• Actively communicate with other staff members to ensure best practice customer satisfaction.
• Ensure agents reinforce information provided on a call with texts and/or emails.
• Ensure a minimal to zero missed call rate.

Continuous Improvement 10%

• Provide continuous input on improvement of the call centre procedures and processes.
• Provide continuous input on improving the customer experience and service.
• Ensure key metrics stay relevant are continuously improved.
• Assist with individual and team performance through performing audits on communication logs, emails and call recordings to identify areas for improvement.
• Liaise with the Continuous Improvement Manager to maintain the list of FAQs based on queries logged by customers; and the corresponding responses.
• Alert top management to the needs and desires of our prospective and existing customers. 
• Provide customer feedback on product or training information to the Continuous Improvement Manager.
• Provide feedback to the Continuous Improvement Manager on the support material available that could be helpful to customers and staff.
• Ensure agents actively participate in training activities and successfully complete training activities.

Quality & Compliance 10%

• Ensure communication is ethical and in line with Company Policy and provided training. 
• Monitor and enforce correct use of internal systems.
• Monitor and enforce HIPAA Privacy Requirements.
• Maintain customer records in accordance with procedures and HIPAA.
• Perform QA assessments on agents.
• Ensure agents maintain high QA scores, other KPI scores and customer satisfaction rate.
• Maintain absolute customer confidentiality and protection of personal information in accordance with regulations and procedure and ensure team does the same.
• Keep quality customer interaction logs complete and up to date, on any system, sheet or form as required in accordance with procedure and ensure team does the same.
• Ensure that the records reflect accurate representations of the customer interactions, and ensure that escalations are recorded with the optimal amount of information for effective and efficient resolution. 
• Ensure other required documents, reports and email accounts are up to date and accurate.
• Ensure proper knowledge is gained and kept on all regulatory, policy and procedural requirements.
• Positively adhere to all regulatory, policy and procedural requirements.