Job Description

Purpose of the Job

To assist clients telephonically and electronically by taking their orders, dealing with customer service inquiries, and resolving complaints. Performing outbound calls to promote and sell products to existing and potential clients. Increasing sales and retaining the customer base through relationship building, product offering, cold calling, and cross-selling/upselling. Key Performance Areas

• Service Level
• Customer service
• Inbound sales
• Outbound sales

Our Group and all its operating companies are committed to creating, embracing, and preserving a diverse workplace that values the unique talents, perspectives, backgrounds, and abilities that enrich our organisation. A place where everyone matters and feels included.

Job Objectives

• Reduce the number of drop calls to zero.
• Maintaining a service level of 95% and meeting the target of the inbound call.
• Manage the chat and e-mail channels, ensuring immediate response to online clients and resolution of complaints and inquiries.
• Adhere to good customer service principles as per Shoprite and adhere to all SOP as defined for your line of business.
• Conform to QA guidelines as set out by operations.
• Resolve and log client queries and complaints accurately using the provided systems.
• Achieve a quality score of not less than 80% and reduce the number of dropped calls to zero.
• Ensure quality and accuracy when actioning tasks and/or providing information.
• Log and resolve CRM tickets accurately and within the specified time limit.
• Receive phone calls, chat & e-mail orders and accurately capture them onto the system.
• Phone customers for orders and capture them onto the system.
• Perform outbound calls to existing and potential clients to promote products/campaigns.
• Call clients for back-in-stock products.
• Complete daily rep calls.
• Perform telesales drives and promotions.

Qualifications

Essential

• Grade 12 qualification

Desirable

• Call centre certification and higher learning certificate or diploma

Experience

Essential

• Minimum 6 months of inbound call centre experience and outbound call centre experience.

Desirable

• Experience in client retention and sales.

Knowledge and Skills

• Proven record of successfully meeting sales targets and delivering exceptional customer service over the phone.
• Experience with working on a CRM system.
• Excellent telephone etiquette.
• Computer literate: MS Office, Call centre software, and CRM systems.
• Target-driven and able to perform under pressure.
• Negotiation skills and effective handling of objections.
• Ability to resolve issues and address complaints.
• Ability to work in a team.
• Ability to learn about products/systems and describe/explain them to customers.
• Multilingual (English and two other South African languages).

Applicant Feedback Policy

Shoprite endeavours to provide feedback to all candidates whenever possible. However, if you do not hear from one of our Recruiters within 30 days, please accept that your application was unsuccessful