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Telesales (Medical) – Northgate

A  medical company has an opportunity for a Telesales/Customer support services consultant to manage inbound calls for their customers, based in the Northgate area.

Roles and Responsibilities for the Customer Support Services (Telesales) staff members:

• The role will include dental and Surgical and PPE Portfolio.
• Answer inbound calls in a timely and friendly manner(Answering phones from customers professionally and responding to customer inquiries and complaints).
• Communicating and engaging with the Customers across the country (National focus).
• Handling and resolving customer complaints regarding product sales to customer service problems.
• Communicating Customer needs/opportunities and complaints to necessary Sales Team members (if and when necessary) is a timely manner, on a National level.
• Identifying, escalating priority issues and reporting to the high-level management (Sales Manager, or appropriate Line Manager).
• Evaluate problems and complaints of the callers and provide proper solutions to them
• Respond to the needs of customers and provide personalized service.
• Communicating and engaging with the Sales Team members across the country.
• Provide information on the company’s products or services and generate interest in the offer
• Upsell products and services. Assist the Sales Teams across the country in product Sales.
• Research needed information using available resources
• Process customer orders, forms, and applications as required
• Assist with Customer quote requests, and assist the Sales Team members across the country with quoting (as and when necessary)
• Route calls to other team members whenever needed, in a timely manner.
• Make relevant notes from customer interactions, and document these notes on the Daily CRM Report.
• Identify any issues that customers might be struggling with, and inform the necessary Sales/Technical/Management team members.
• Report on customer feedback (Complete Daily Call Report, and submit daily)
• Follow Up Daily on previous Days call reports, and close off all pending matters/calls.
• Completing call notes and call reports as necessary and updating them in the CRM.
• Complete call logs and reports.
• Manage & update customer databases.
• Follow-up on customer calls.
• Boost customer loyalty by offering a proper experience over the phone.
• Other duties as assigned.

Customer Support Services (CSS) Team (Telesales)

Telesales team members are measured by

1. Daily completion of the CSS Daily Report
2. Sales generated monthly for each territory, and Sales Team member (across the country)
3. Average Speed of Answer (ASA)
4. Abandonment Rate
5. Average Handle Time per call
6. First Call Resolution
7. Number of Customer Calls per day
8. Number of Cold Calls to customers (e.g. new customers)
9. Number of follow up calls to customers
10. Number of Closed off calls
11. Number of Quotes completed per day
12. Number of Sales Team engagements daily (across the country with Sales Team members)
13. Number of resolved calls vs un-resolved/customer compliments vs complaints/number of completed quotes vs in-complete/incorrect quotes

Send your updated CV  to Kelly  at  cv@medicalcareers.co.za

Subject : Telesales

Whatsapp: 067 912 7966