Current Opportunities at Leroy Merlin

Description

The purpose of the contact centre agent is to respond to incoming and outgoing calls to and from customers. Respond to enquiries (calls, email and social media platforms), manage complaints, troubleshoot significant customer service problems and provide general information. The consultant will be a member of the primary contact team. 
Your responsibility is also to project a professional company image through voice and online interactions.
Job Responsibilities: 

• Answer incoming calls and respond to customer's emails as well as other social media platforms in a professional, efficient and effective manner.
• Providing customers with the organization’s service and product information
• Handling and resolving customer complaints regarding product sales to customer service problems.
• Recording details of comments, inquiries, complaints, and actions taken
• Manage and resolve customer queries, complaints as well as provide the relevant feedback to customers. 
• Identify and escalate issues to the relevant Department manager or Head of Department
• Route calls to appropriate resources
• Other duties assigned

Requirements

• Grade 12 or equivalent
• Proficiency in relevant computer applications 
• 1- 3 years of experience in call centre environment
• Knowledge of customer service practices and principles
• Pay attention to detail
• Be diligent, timely and professional
• Strong listening, verbal and written communication skills 

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Purpose of the Role 

• Consult with the customer with the purpose of understanding their needs. 
• Propose the right product and service according to customer requirements, including quality, convenience and price. Explain how products work and what services are available for the customer. 
• Ensure high levels of customer satisfaction through excellent sales service.

Key Responsibility 

• Apply appropriate sales process to build customer relationships and meet sales target
• Ensure high level of customer satisfaction through excellent sales service
• Engage customers to understand their needs and guide them in their choice 
• Provide appropriate solutions through products and services
• Identify new business opportunities through understanding market trends
• Follow up on sales leads
• Liaise with Department Manager and merchandisers on products that are preferred by customers 
• Maintain outstanding store condition i.e. layout, cleanness, prices, product availability, visual merchandising standards
• Participate in the department commercial action plan
• Assist a customer on total project, before, during, and after sales. 
• Propose a personalized solution, including products and different services (delivery, installation, etc…).
• Autonomous
• Assist with the sales process by maintaining a fully stocked store

Requirements

 Requirements 

• Grade 12 or NQF 4 equivalent 
• Proven experience as a sales consultant (hardware advantageous)
• Passion to serve
• Friendly, helpful, confident and engaging personality 
• Problem solving skills
• Understanding of pricing methodologies
• Exceptional customer services
• Proficiency in English 
• Curious and assumes initiative
• Relationship management
• Hardworking and lives by example
• Ability to deal with a customer portfolio at each step of the sales process (before, during, after)
• Ability to use different channels to realize sales (emails, WhatsApp, phone…)
• Ability to multi-task