Job Description

Job Purpose:

To ensure that the telesales team sell effectively to existing and potential clients and ensure sales targets are achieved, utilising established best practice customer service methods.

Responsibilities:

Sales

Ensure achievement 100% of Gross Profit Target by the end of each month by telesales staff. If Gross Profit Monthly < 80% of YTD GP %, a PIP will be implemented. Constantly seek out new revenue generating opportunities to ensure that company targets are met.


Customer Service

Ensure that no more than 10 complaints are lodged monthly (telephonic or written). Meet the adequate level of contact with existing accounts as may be necessary to maintain/increase levels of business activity. Actively work towards the company values Ensure the customers/client care policies are adhered to always. Ensure professional customer/client interaction always. Respond to messages received through e-mail or telephone. Take steps to ensure messages are being responded to when not available. Follows-up with work in progress to ensure customer satisfaction and prompt delivery of goods. Maintain and develop relationships with existing customers via telephone calls and emails.

Staff Management

Performance Management - Conduct performance assessment and facilitate through supervisors for 100% of staff on a quarterly basis. Tasks and Responsibilities - Ensure all in department have up to date job descriptions. Skills - Ensure staff are skilled to carry out what is expected of them, recommend training, coach, develop. Provide leadership to telesales staff to assist with customer service and attainment of sales targets. Have monthly meetings with staff. Succession Planning - Ensure that a possible successor is identified and mentored as far as possible. If not at all possible, train and develop a Team Leader under you to be able to stand in for you as and when required.

Training and Development

Product/service-related training to be completed and attended as and when necessary (attendance register/certificates/results). Provide product/service knowledge internally where required.

Qualification and Experience:

Matric Tertiary Sales /or Marketing and / or Business Management qualification would be advantageous. 3 years' experience in a management capacity required, at a similar level

Skills and Knowledge:

Computer knowledge, specifically MS office applications Knowledge of budgeting, sales/marketing principles, etc. ICT industry knowledge Working knowledge of management principles and sales Good verbal and written communication skills Excellent phone etiquette Negotiation skills Computer literacy Ability to work independently or as part of a team. Knowledge of products * Knowledge of systems and processes