Customer Service Call Centre Agent at BBOXX

Role Brief:

• Make outgoing calls to customers across Bboxx portfolio, in accordance with our aftersales debt management processes; makes an intensive follow up call to all outright/upfront customers, pitching sales of new products and closing 50% of sales from such calls, receives incoming calls from customers with technical issues, and make follow up calls to monitor and improve customer satisfaction; carries out other customer interactions as required.

What you can expect to be doing:

• Contact Bboxx outright/upfront/instalment customers by phone to pitch sales of new products.
• Encourage customers about adherence to payment plan.
• Handle incoming calls and provide solutions/advice to customers.
• Monitor and respond to incoming SMS.
• Make follow up calls to increase customer satisfaction and ensure no outstanding issues remain
• Maintain and update customer data in CRM.
• Identify and escalate priority issues.
• Complete call log
• Follow BBOXX sales and aftersales processes.
• Accurate data entry and navigation of CRM
• Make outgoing calls to customers who are behind on payment plan, and follow up calls to those who have previously contacted with technical issues
• Receive incoming calls from customers with technical issues
• Respond by phone to requests for help or information made through our SMS system
• Escalate customer issues that are not easily solved by telephone
• Make calls in accordance to all relevant sales and aftersales processes
• What we are looking for:
• Ideal candidate should be university educated and must have previous call centre / sales experience.

Desired skills include:

• Excellent verbal communication skills
• Ability to understand and adapt to customer needs
• Excellent data entry skills and attention to detail
• Organization and time management
• Customer Service orientation
• Resilience when faced with stress;
• Positive attitude and energy
• Persuasiveness and problem solving skills