Ensures that customer issues and concerns are answered efficiently and effectively. More experienced Advisors may coach others and support the resolution of escalated complaints in accordance with business, policy and legal requirements.
Job title: Customer Service / Sales Advisor
Job Description: Role Objective As a call centre telesales advisor for Tesco Mobile, you'll be helping new and existing customers, listening to their needs, and matching them up with a great product or service, and a deal that's right for them. We'll offer you skills training to help you effectively cross-sell and up-sell, and become a better, more confident and persuasive communicator so you can go even further in your role. You'll have targets to achieve each day, but help achieving them, with a team around you to give advice, and resources to help check your knowledge and land that pitch just right.
Professional Know-how Academic: Grade 12 (Matric)Experience: Previous Telesales / Retentions / Sales through Customer Service; 12 - 24 Months Call Centre (Telesales / Retentions / Sales through Customer Service)Working Relationships Internal: Operations/functional lineExternal: Tesco ClientPrimary Responsibilities What you'll be doing: Taking inbound calls from new and existing customersOffering customers the best product or service that suits their needsSelling the benefits of different products/services to increase customer retention and satisfactionEnsuring we meet the regulatory requirements when handling sales with customersBe compliant and follow the regulatory scriptsEducating customers about our products and servicesMaintaining and updating customer databasesStaying up to date with any offers or new product developmentCall type examples: Upgrades - handset or simAdditional businessCustomers thinking of leaving - attempt to retainIssuing PAC codesNew customers wishing to discuss new dealOutbound: Call existing customers via dialer (sleeping customers out of contract) offer new deals. Sim only/iPhoneKey Result Areas/Competencies Essential: High proficiency in written and verbal English communicationAbility to exercise decisiveness when selling product to customerTime Management: Balancing multiple tasks efficiently is essentialActive Listening: Attentively understanding customer inquiries, concerns, and feedback is fundamentalEmpathy: Provide solution while showing empathy and genuine concern for your customerHandle complex issuesProblem Solving: Quick thinking and resourcefulness are vitalCommunication Skills: Clear and concise communicationAdaptability: The ability to adjust to different customer personalities and situations is valuableAttention to Detail: Accurate data entry, note-taking, and order processing are criticalCustomer-Centric Approach: Putting the customer first is a core competencyModerate to Advanced computer skills and system navigationObjection handlingClosing techniquesNegotiation SkillsWhat we're looking for: Someone who can spot buying signals and act accordinglyA clear, confident communicator, even when faced with challenges or rejectionSomeone who gets on well with others, and can adapt their style to suit different customer interactionsMotivation to reach and exceed targets and improve sales skills; a great listener with attention to detail, who can demonstrate empathy and patienceAbout Us Tesco Mobile is a leading Mobile Virtual Network Operator (MVNO) in the UK. It offers a range of flexible mobile plans, including pay-as-you-go, monthly contracts, and SIM-only deals. Known for high customer satisfaction, Tesco Mobile combines value-driven mobile services with the convenience of Tesco's retail offerings.
The campaign operates in UK time. You will be required to work the following shifts in South African times:
Monday - Sunday (8AM-9PM)Your shift roster is subject to change therefore be prepared to work unfavorable shift patterns as per operational requirementsOur Call Centre is operational 365 days per year (including Christmas and New Year)You will be expected to work during the festive season (including Christmas Day)What's in it for you? Competitive remuneration packageShift AllowanceWeekend Hero BonusExcellent monthly performance bonus of up to 20% of basic salaryFree door to door transport for evening shifts after 7pmA progressive career path to help you develop in your Call center careerComprehensive product training in a fun collaborative environmentExcellent accredited training programs to assist you in career development on a variety of subjects/conceptsEmployee Share Scheme Trust after 24 months tenure with CapitaEligibility to participate in our scholarship program after 24 months tenure with CapitaWhat we hope you'll do next Choose 'Apply now' to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.
What will happen next? Your application will be reviewedIf your application is successful, you will be invited to an interview with a member of the recruitment teamIMPORTANT The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.
Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business' EE targets and goals.
Attach your most recent CV indicative of the criteria as advertised.
Location: Cape Town, South Africa
Time Type: Full time
Contract Type: Permanent
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