About the Role:

The primary role of the Teleservices Agent is to manage and deliver effective inbound and outbound customer service through voice and digital communication channels.

Key Responsibilities:

• Manage inbound customer communication by handling and responding to customer enquiries, orders, requests and complaints through voice and digital communication channels.
• Deliver exceptional customer service by ensuring all customer interactions are handled professionally, accurately and within the required service levels.
• Manage outbound customer engagement through follow-up calls, surveys, customer feedback, campaigns and other required customer communication activities.
• Process customer transactions accurately and efficiently in the ERP system, including quotations, purchase orders, sales orders, delivery notes, customer profiles and other required transactions.
• Drive sales through customer engagement by supporting outbound campaigns, converting leads into sales orders and identifying opportunities for up-selling and cross-selling.
• Maintain accurate customer information and records by updating the ERP system and relevant communication or campaign platforms in accordance with Company requirements.
• Support customer payment follow-ups by explaining accepted payment modalities, prompting customers with pending payments, and communicating order cancellations or rescheduling in line with payment deadlines.

Qualifications & Experience Required:

• Bachelor’s Degree in Business Administration, Sales & Marketing, Public Relations, or related field
• Minimum 2 years’ experience in a blended Contact Centre environment, handling both inbound and outbound voice and digital communication.
• Experience in customer service and customer relationship management
• Experience using ERP systems and other digital platforms for customer and transaction management.
• Experience in a Retail/POS environment will be an added advantage.

What’s on the table!

• Opportunity for career growth in a multinational organisation
• Competitive remuneration and benefits

• Manage inbound customer communication by handling and responding to customer enquiries, orders, requests and complaints through voice and digital communication channels.
• Deliver exceptional customer service by ensuring all customer interactions are handled professionally, accurately and within the required service levels.
• Manage outbound customer engagement through follow-up calls, surveys, customer feedback, campaigns and other required customer communication activities.
• Process customer transactions accurately and efficiently in the ERP system, including quotations, purchase orders, sales orders, delivery notes, customer profiles and other required transactions.
• Drive sales through customer engagement by supporting outbound campaigns, converting leads into sales orders and identifying opportunities for up-selling and cross-selling.
• Maintain accurate customer information and records by updating the ERP system and relevant communication or campaign platforms in accordance with Company requirements.
• Support customer payment follow-ups by explaining accepted payment modalities, prompting customers with pending payments, and communicating order cancellations or rescheduling in line with payment deadlines.

• Customer service
• Customer relationship management
• ERP systems usage
• Digital platforms for customer and transaction management
• Sales and up-selling/cross-selling
• Communication (voice and digital)

• Bachelor’s Degree in Business Administration, Sales & Marketing, Public Relations, or related field
• Minimum 2 years’ experience in a blended Contact Centre environment, handling both inbound and outbound voice and digital communication.
• Experience in customer service and customer relationship management
• Experience using ERP systems and other digital platforms for customer and transaction management.
• Experience in a Retail/POS environment will be an added advantage.