Concierge Sales Agent – Contract

A dynamic, innovative and inspiring company providing fintech solutions across multiple sectors is looking for Concierge Sales Agents. This multi-functional role provides an excellent opportunity for an experienced individual with Outbound sales, E-commerce and Superior Customer Service experience.

The e-commerce relationship agent is responsible for providing exceptional customer service and is required to be a dynamic brand ambassador and a multi-product expert with the ability to assist and support our customers with their e-commerce enquiries and applications.

The e-commerce relationship agent will contribute to the overall purpose of the team and will be responsible for generating revenue and enhancing the e-commerce client’s experience.

DUTIES AND RESPONSIBILITIES

• To act as the primary point of contact for e-commerce clients, answering phone and e-mail enquiries, resolving complaints and processing applications in an efficient and timely manner.
• To meet the set standards of productivity and quality in the department to achieve set KPIs and financial targets.
• To provide superior customer service across all communication channels.
• To be familiar with all e-commerce system application processes.
• To have an in-depth knowledge of the products to enable you to impart this information to all customers on-line as well as telephonically.
• Good understanding of company rules and policies.
• To actively engage with stakeholders to ensure that all requests from customers are managed accurately and timeously.
• To assess and establish the next actions required relating to submitted applications.
• Proactively engaging with customers providing feedback on applications submitted.
• Contacting and following up with customers to request additional documentation and information required for applications.
• To accurately and with a high level of customer service in mind relay positive and negative decisions to clients.
• Dealing with requests from new or existing customers.
• Contribute to a positive team and working environment.
• Ability to multi-task, dealing with new, in progress and decisioned applications in a structured and focussed manner.
• Ability to work with strict turn-around times ensuring a superior customer experience.
• Provide detailed feedback gained from customer conversations.

REQUIREMENTS

• Matric.
• Strong sales experience critical.
• 3-5 Years Call Centre experience.
• E-Commerce/Chatbot experience beneficial.
• Financial services experience (advantageous)

Job related knowledge & skills:

• Microsoft Office, with proven Excel skills.
• Advanced business writing skills.
• Advanced conversational skills.
• Typing skills (minimum 30 words per minute).
• High level of Sales skills.
• Creative, innovative, and resourceful thinking.
• Comfortable navigating and providing online support where required.

Key requirements for this position include:

• High level of attention to detail.
• A strong attendance, reliability and punctuality record.
• A strong work ethic and proven track record of being proactive and using initiative.
• Be pro-active in planning and organising daily tasks (understanding and meeting turn-around time targets).
• Proven experience dealing with E-commerce applications.
• A clear understanding and proven delivery of Customer Service and Sales.
• A positive and flexible approach, ready and willing to do anything to get the job done.
• Ability to deal with difficult customers and situations in a professional and customer service focussed manner.
• Drive and commitment to making a success.
• Shows strong interpersonal and team working skills, able to communicate successfully with a wide variety of people across all levels of the business (Operations, E-commerce Managers and Executives).
• Ability to work independently and as part of a team, pre-empting and problem-solving issues as needed.
• Possesses excellent time management and relationship skills able to multi-task and prioritise tasks effectively.
• Driven and self-aware.