Job Openings at eMedia Investments

Key Deliverables

• Interpersonal and team relationships Build, support and maintain interpersonal and team relationships to ensure stable working environment and achievement of team objectives. Personal development Complete Individual Development Plan. Attend learning and development courses. Participate in peer and team learning initiatives. Maintain Customer Relationships Resolving and responding to customer queries, complaints, comments and suggestions.
• Providing advice to customers about Openview and other eMedia related products.
• Promote the e and Openview brand names and loyalty to the brand through excellent service delivery. Customer Contacts Customer Care Agents are required to meet a minimum of 85 customer contacts as a minimum per month. Productivity Achieve a productivity output of between 80-85% on a monthly basis, by managing their call volumes, and on the floor time efficiently. Average Handling Time Manage their calls handling times, and maintaining a call handling time of 4:30-5:00 minutes.
• Interaction Logging 90-95% of all the customer interactions across platforms, must be captured onto the CRM system. Quality Assurance Providing exceptional service to our customers, while resolving the requests in effective and efficient ways.  Maintaining an average score of 90% Knowledge Assessments Written assessments on all products, systems, processes and business rules. With a required score of 85% per assessment.

Requirements 

Qualifications:

• National Senior Certificate - Essential 

Experience: 

• Customer Services / Sales - 1 year - Essential

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Revenue Growth and Sales Targets

• Meeting or exceeding sales quotas: Achieving specific sales targets (monthly, quarterly, yearly) in terms of revenue or the number of accounts closed.
• Upselling and cross-selling: Identifying opportunities to upsell existing clients or cross-sell additional products or services.
• New business acquisition: Securing new clients through cold calling, networking, and relationship-building efforts.

Client Retention and Satisfaction

• Maintaining high client retention rates: Ensuring clients renew contracts or continue using services by providing exceptional service and value.
• Increasing customer satisfaction: Conducting regular check-ins and collecting feedback to ensure the clients' needs are met, improving loyalty and advocacy.

Strategic Account Planning

• Creating and executing strategic account plans: Developing plans for each key account to grow relationships, identifying expansion opportunities, and addressing potential risks.
• Regular account reviews: Conducting quarterly or bi-annual reviews with clients to assess performance and discuss future opportunities.

Operational Efficiency and Reporting

• Maintaining accurate reporting: Keeping up-to-date records, tracking communications, opportunities, and pipeline activities. Pipeline to always have 3 times coverage to achieve monthly targets
• Managing time effectively: Prioritising accounts and ensuring timely follow-ups to avoid missed opportunities.

Stakeholder Liaison

• Working closely with other departments: Collaborating with Marketing, Technical, Creative Solutions and Programming teams to provide clients with holistic solutions.
• Contributing to team knowledge: Sharing learnings and best practices to help improve the overall performance of the sales team.

Requirements

Qualifications

• National Senior Certificate - Essential 
• Diploma - Recommended

Experience

• Sales / Advertising / Broadcasting - 4 years - Essential