Job Opportunities at Huntswood

 Job Description:

• Maintain and develop internal/client quality standards.
• Assess support interactions (calls, email, chat messages) based on established quality standards.
• Accompany evaluations with meaningful and constructive feedback.
• Discuss and explain feedback with agents in regular meetings.
• Participate in calibration sessions to maintain consistency in internal evaluations.
• Create/maintain/deliver reports that reflect agent performance.
• Identify and provide insight/trend analysis into the operation via call dips, buzz sessions.
• Support operation with upskill sessions as and when required.
• Attendance in new hire training sessions to provide insight into quality requirements.
• Flexible and creative approach constantly looks for improvements.
• Work with the Management Team to ensure quality performance trends and continuous improvement actions are properly communicated.
• Publish weekly quality reports identifying overall quality performance and activities for the week including review of accomplishments, performance levels, areas for improvement, and recommends action plans.
• Manages time effectively and meet agreed deadlines.

 Desirable Skills:

• Successful track record of organisational skills, creativity, and the ability to set and accomplish goals.
• Experience of call monitoring, either as an agent or assessor
• Excellent interpersonal skills, able to communicate effectively at all levels.
• Excellent analytical/problem solving, communication and administration skills.
• Brings insight and expertise to meet/exceed client quality expectations.
• Consistently strives to exceed customer expectations in the area of quality performance objectives.
• Computer literacy including working knowledge of word processing, database software applications and Internet.
• Acts decisively, manages time effectively.
• Flair for detail; organized and accurate.
• Ability to work as part of a team or on own initiative
• A professional manner with a positive attitude.
• A committed team player with a flexible approach who is able to work in a fast paced environment

 Minimum Requirements

• Matric/NQF4
• Minimum 1 year work experience in an International BPO
• Quality Assurance experience
• Extensive experience in international financial services is advantageous

Desirable Skills

• A proven track record in delivering against set objectives in sales, performance, quality and regulatory requirements within a contact centre environment is essential
• Ability to demonstrate a high degree of customer service awareness
• Experienced coach and developer of Inbound Sales and Service agents leading from the front in demonstrating what good looks like
• Ability to train and develop staff

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What will you be doing?

• As an Advisor in our busy Inbound Sales and Service department, you’ll see that customers get great products and services, with problems resolved first time.
• Using your expert skills to add value and peace of mind, you will deliver an excellent experience during conversations, that truly ensure our customers worlds are kept running.
• Use your expert knowledge and brilliant communication skills to book in appliances for repairs, add on new appliances, upsell on current plans, assist with cancellations, complaints and de-escalations where necessary
• Aim to deal with customers’ queries or issues there and then.
• Build rapport with customers, get to know their individual needs and put their interests first.

What else to expect:

• In a 4-week training programme, you’ll learn our systems, meet your new colleagues, perfect your service technique and learn what makes a great customer experience.
• You’ll work on a rotational shift pattern from Monday to Sunday
• Joining as one of our Inbound Sales & Service Advisors, you will receive extensive training and support allowing you to develop your sales expertise. We actively encourage growth and development and many of our employees go on to explore further opportunities across the business.

The experience and skills you need

• Grade 12 or a relevant equivalent qualification
• A solid background with a minimum 1 year in targeted sales through service.
• A goal orientated mindset and a love for hitting targets.
• Great communication skills – you’re at ease building rapport, handling objections, upselling, whilst listening to customers and demonstrating empathy when needed.
• A team player committed to creating an excellent customer experience.
• You’ll be calm, cool, and relaxed; able to juggle tasks while working quickly.

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Job Responsibilities:

• Providing excellent customer service, with customers issue being resolved first time around.
• Use your expert knowledge and brilliant communication skills to resolve a range of customer issues and queries.
• Build rapport with customers, get to know their individual needs and put their interests first.
• Excellent time management skills
• Convert incoming customer service calls into sales.
• Explain to customers the offer and the product benefits.
• Conduct needs analysis, understanding the client’s requirements so you able to offer the customer the best product for them.
• Building great rapport with your clients, to ensure there is a trust level built.
• Act as a brand ambassador of our client

Job Required Requirements:

• Grade 12 or a NQF 4 Equivalent
• Outbound/ Inbound sales experience (local / international)
• Minimum 6 months sales + 6 months customer service
• Recent 1-year unbroken tenure
• Resides within a 30 KM radius from the office.