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Job Summary
Responsible for onboarding new customers and ensuring their continued satisfaction and loyalty to the organization. Will play a crucial role in retaining existing customers, addressing their concerns, and promoting our products and services to meet their evolving needs.
Job Description
Key Accountabilities
- Customer Onboarding: Engage with potential customers over the phone, provide information about our products and services, and guide them through the onboarding process.
- Relationship Building: Build strong rapport with customers, understand their unique requirements, and tailor solutions to meet their needs.
- Retention Strategies: Implement retention strategies to minimize customer churn and maximize customer lifetime value by actively addressing customer concerns, resolving issues, and providing exceptional service.
- Upselling and Cross-selling: Identify opportunities to upsell and cross-sell additional products or services based on customer needs.
- Customer Feedback: Collect and analyze customer feedback, identify trends, and provide insights to the management team.
- Key Performance Indicators: Meet individual and team targets related to customer retention, onboarding success, revenue generation, and customer satisfaction.
- Team Collaboration: Collaborate with cross-functional teams, including sales, marketing, and customer support, to ensure a seamless customer experience and share valuable customer insights.
- Account Management: Maintain accurate and up-to-date customer records, document interactions, and update relevant information in the CRM system where applicable.
Role/Person specification
Education And Experience Required.
- An additional focused contact centre qualification and/ or Diploma in Customer Service Management will be an added advantage.
- Proven experience in telemarketing, customer retention, or related roles (added advantage)
Knowledge and skills:
- A strong understanding of customer service principles
- Excellent verbal and written communication skills
- Ability to build and maintain strong relationships with customers.
- Strong problem-solving and critical thinking skills to identify and resolve customer issues.
- Familiarity with sales techniques, such as upselling, cross-selling, and objection handling
- Team working and Interpersonal skills.
- Ability to adapt to changing customer needs, industry trends, and organizational processes.
Competencies:
- Thorough knowledge of Telemarketing processes and procedures.
- Proficiency in using Customer Relationship Management systems or similar software applications.
- Knowledge of the bank’s policies and products
- Good computer skills and ability to learn new software/applications quickly.
- Understanding of compliance regulations and ethical practices
Mental and Environmental demands (RSA specific)
- Special work requirements
- Most complex decision that can be taken without referral to
- the manager
- Business change accountability
- Finance/Resource accountability
Education
Further Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)
Please apply on the official website using the link(s) below
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