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Campaign Manager
Reference No: 2469810960 | Cape Town, South Africa | Posted on: 25 May 2023
Campaign Management
Drive performance targets
Sales forecasting
KPI Management
Employee incentives
Employee Wellness
Recruitment and talent management
Reporting and analytics
Succession and Retention
Client management
YOU WILL NEED
3-5 years outbound sales campaign management
Experience in the Contact Centre environment
Good networking and relationship building
To collaborate with multiple departments to drive strategic objectives.
Sound Judgement and decision-making abilities.
Understanding of a target driven operations department
We have an exciting opportunity for Customer Service Representatives to join a dynamic team of tech experts focused on redefining superior customer service in the telecommunications sector.
This role is focused on providing professional inbound technical support for resolving technical customer queries with the goal of first call resolution and end-to-end service delivery.
SalaryGreat base salary and incentives with potential earnings of up to R 9000 per month
Key Responsibilities
Identify and respond to the customers’ needs with helpful solutions, delivering a high-quality service
Apply empathy and patience when dealing with irate customers
Apply excellent listening skills and probing techniques to establish relevant information to resolve the query
Ensure customer call backs to provide an update on the progress of the query
Ensure first call resolution on customer queries
Strive for excellence with every interaction
Minimum Requirements
Passion for customer service & must enjoy problem solving & exceeding customer expectations
Experience dealing with customer complaints
At least 1 year experience in customer services, preferably in a call center
At least 1 year technical support experience
Matric
Computer literacy
Working Hours
06h00 – 22h00 Monday to Sunday on rotational shifts
Address: 122 St Georges Mall Newspaper House, 2nd Floor, Cape Town
What you can expect
Value-driven company with a culture that focuses on “People Come First”
Theoretical & practical world-class training to ensure you can apply what you have learned
Extensive support during incubation to ensure high levels of success in our dynamic operation
Long-term growth opportunities
The Team leader will be responsible for achieving daily, monthly, quarterly and annual goals by driving and motivating the Nightshift team. This is a warm leads campaign for an international campaign, so your ability to work with the team to ensure performance targets are met are crucial for this role. The Team Leader will build direct relationships with the client and will work closely with the team to leverage business resources and maximize revenue opportunities within this campaign.
You will need.
Matric (Grade 12)
3+ years contact Centre Sales Management experience.
2+ year Nightshift experience in a management role.
Good career track record
Excellent written and verbal communication
CORE TECHNICAL COMPETENCIES
Essentials·:
Willing to work shifts.
Willing to work Saturdays and extended hours.
Ability to manage a team.
Understanding Call center principles and practices
Understands Call center benchmarks metrics.
Able to coach and develop subordinates.
Strong Sales or selling background.
Proven track record
Ability to resolve customer complaints.
Microsoft word / excel / outlook proficient.
Understanding of HR and IR policies ·
Ability to work in a pressurized environment.
Technical aptitude ·
Excellent communication skills (written and verbal).
Ability to handle escalations and take ownership.
Decision making ability.
Manage administration workloads and outbound projects.
Advantageous
Call Centre training & coaching experience
Call handling & scripting
Telephone etiquette skills ·
Business writing and email etiquette
Understanding of website navigation functionalities, technology savvy
KEY RESPONSIBILITIES
Driving operational and technological efficiencies within the team
Managing daily operations to perform at optimum standards.
Monitor team members performance against target on a day-to-day basis and implement changes where appropriate.
Ensure the individual team member’s service standards are adhered to.
Effective management and review of Objection handling script.
Drive quality control and ensure corrective action are taken where required.
Analyse performance statistics of teams
Ensure adherence to the operational policies and procedures.
Monitor performance on regular basis and provide constructive feedback.
Pro-actively always encourage high performance.
Ensure all staff issues are dealt with appropriately and within a timely fashion.
Ensure all daily, weekly, and monthly workloads are completed.
Motivating, developing, and retaining staff
Identifying staff training needs and planning of training sessions
Adhering to all HR policies and procedures
Conform and adhere to Safety, Health, and Environmental legislative requirements.
Report any health and safety concerns/incidents in the workplace to the manager health and safety representative.
Assist Callforce Direct to establish and maintain a fully compliant Healthy and Saf Work Environment.
Coaching for performance.
SPECIAL REQUIREMENTS
Own vehicle or reliable transport
Ability to work flexible hours/ overtime.
Position – Dialer Administrator (Night Shift Campaigns)
Experience in outbound call center sales
IT/Dialer experience (Preferred)
Operational hours 1am – 10am
Intermediary to expert in Excel Proficiency
Reporting Experience
Must have at least 3 years’ experience managing a dialer
Salary is negotiable depending on your experience
Customer service Agent
Reference No: 2095135039 | Cape Town, South Africa | Posted on: 14 April 2023
Description
Customer Service consultant within the petroleum industry responsible for inbound customer care and client resolution. You will be required to build and maintain customer relationships through the facilitation of order fulfilment and query resolution via non face-to-face communication channels.
The successful applicant will be responsible for but not limited to the following job functions:
Servicing all key stakeholders telephonically and via other servicing channels as required until the query has been resolved
Servicing our members in a customer centric way to ensure that we live by our service principles
Investigating, facilitating and resolving non-conformance customer issues and providing an advisory service to customers with regards to delays in supply chain.
Maintaining the customer relationship database and logging call details as per procedure in order to address query.
Achieving and exceeding key performance metrics relating to service delivery
Working hours : The contact center operates on a 24/7 basis and shifts are rotational
This is predominately an office based position in the CBD, Cape Town however we may offer a hybrid working solution.
Competencies and Skills required
Delivering results and meeting customer expectations
Presenting and communicating information
Excellent verbal and written communication skills
Analyzing, Writing, and reporting
Deciding and initiating action
Working with people
Following instructions and procedures
Time management
Education and experience required
*Preferred: Minimum of 6 months working experience in a contact center environment in Customer Service or Sales
Matric (Compulsory)
Basic MS Office Skills / Computer literate
The Business Writing Skill (Advantageous)
Clear Credit & Criminal Record.
Must be South African Citizen
Available immediately / 2 weeks notice
Fibre at home compulsory to accommodate potentially working from home when required
Must be fully vaccinated
Salary : R 9500 per month
SNR Operations Manager (Night Shift)
CallForce is seeking a dynamic individual to provide leadership over multiple campaigns in a rapidly growing BPO operation. You will be responsible for driving sales and managing operations in our outbound campaigns, for our global clients, mainly America and Australia. You are required to deliver exceptional results, providing differentiation in a highly competitive sector.
Key Areas of responsibility
Develop and implement plans to deliver exceptional results on a campaign-by-campaign basis.
Handle client interface, deliver on SLA requirements.
Manage client expectations and deliverables through consistent engagement with the key stakeholders, globally and local.
Responsible for driving sales and customer service outcomes.
Focus on providing differentiation in a highly competitive industry by exceeding client expectations.
Successfully deliver performance standards on outbound campaigns.
Oversee quality control and other compliance applicable to the global client and local legislation.
Lead, develop, motivate, operational teams.
Ensure optimal service delivery through scheduling and continuous process improvement.
Analyze data to determine operational trends and provide solutions to increase sales, service, and quality levels in order to achieve and exceed targets.
Manage operating budgets.
Develop rewards and recognition incentives/programs.
Assist in forecasting resource requirements and ensure that recruitment campaigns are carried out in a timely manner to ensure that sufficient resources are in place to achieve agreed contact centre service, sales and quality targets.
Continually review internal systems, procedures and processes to ensure resource and operational efficiency, and make appropriate recommendations for any required changes.
Work with IT and Infrastructure to ensure optimal operational efficiencies.
Ensure all infrastructure meets agreed SLA standards.
Requirements
5 plus years managing an outbound sales contact center
5 plus years having worked in a BPO
5 plus years global client exposure and client relations
Proven track record in meeting campaign performance standards
Salary: Market and Experience related
SNR Sales Operations Manager (Australian & USA Campaigns)
CallForce is seeking a dynamic individual to provide leadership over multiple campaigns in a rapidly growing BPO operation. You will be responsible for driving sales and managing operations in our outbound campaigns, for our local telco campaigns. You are required to deliver exceptional results, providing differentiation in a highly competitive sector.
Key Areas of responsibility
Develop and implement plans to deliver exceptional results on a campaign-by-campaign basis.
Handle client interface, deliver on SLA requirements.
Manage client expectations and deliverables through consistent engagement with the key stakeholders, globally and local.
Responsible for driving sales and customer service outcomes.
Focus on providing differentiation in a highly competitive industry by exceeding client expectations.
Successfully deliver performance standards on outbound campaigns.
Oversee quality control and other compliance applicable to the client
Lead, develop, motivate, operational teams.
Ensure optimal service delivery through scheduling and continuous process improvement.
Analyze data to determine operational trends and provide solutions to increase sales, service, and quality levels in order to achieve and exceed targets.
Set up and manage performance measures.
Manage operating budgets.
Develop rewards and recognition incentives/programs.
Assist in forecasting resource requirements and ensure that recruitment campaigns are carried out in a timely manner to ensure that sufficient resources are in place to achieve agreed contact centre service, sales and quality targets.
Continually review internal systems, procedures and processes to ensure resource and operational efficiency, and make appropriate recommendations for any required changes.
Work with IT and Infrastructure to ensure optimal operational efficiencies.
Ensure all infrastructure meets agreed SLA standards.
Requirements
5 plus years managing an outbound sales contact center
5 plus years having worked in a BPO
5 plus years’ experience in client relations
Proven track record in meeting campaign performance standards
Salary: Market and Experience related
The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call centre. The QA will monitor outbound calls and email responses to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall Callforce customer’s experience.
Experience and skills required:
2-3 years experience in a similar role
Excellent verbal, written and interpersonal communication skills
Outstanding customer service skills and dedication to providing exceptional customer care
Must be self-motivator and self-starter
Focus on quality and customer service
Exceptional listening and analytical skills
Solid time management skills
Must be able to effectively deal with people at all levels inside and outside of the Company
Creative ability & writing proficiency
Ability to multitask and successfully operate in a fast paced, team environment
Must adapt well to change and successfully set and adjust priorities as needed
Responsibilities:
Participates in design of call monitoring formats and quality standards.
Performs call monitoring and provides trend data to site management team.
Uses quality monitoring data management system to compile and track performance at team and individual level.
Monitors customer care email responses.
Participates in customer and client listening programs to identify customer needs and expectations.
Provides actionable data to various internal support groups as needed.
Coordinates and facilitates call calibration sessions for call center staff.
Provides feedback to call center team leaders and managers.
Prepares and analyzes internal and external quality reports for management staff review.
Perform other duties as assigned.
Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.
International Outbound Sales Consultants
A leading USA based client is currently seeking high energy and self-motivated Sales Consultants to call trial and/or recently lapsed trial customers to get them to become paid subscribers to satellite and online entertainment services. This is a fun but fast paced environment and requires go-getters with a passion for sales.
Education and Experience:
English language proficiency
Minimum 1 year sales experience within an International center
Typing speed of minimum 35 wpm
Key Competencies and Skills:
Excellent communication skills
persuasiveness
tenacious
negotiation skills
stress tolerance
effective time management
Salary: R 35 per hour during training and R 40 per hour after training plus shift and travel allowances
Working hours: Mon - Friday and every second Saturday or Sunday
Rotational shifts from 16h00 – 01h00/20h00 – 05h00
Pioneer, aggressive expansion pioneer account
Fun product to sell
Entertainment
Significant
advance
no cold calling more of a hot lead based on Customer using the free subscription for 3 months
easy to attain commission
Future work from home
Education and Experience:
English language proficiency
Minimum 1 year sales experience within an International center
Job brief (Lead Generation) We are looking for enthusiastic and easy to understand telemarketers to generate sales EOI’s or live transfers by cold calling Australian households. You will be responsible for influencing potential customers within the realm of Private Health Insurance, General Insurance, Finance, Superannuation and more.
A successful telemarketer must be friendly and persuasive. They must be able to understand the customer’s requirements in a short time and present solutions that meet their needs. The ideal candidate will also be patient and cool-tempered to deal with aggressiveness and complaints.
The ideal candidate will be able to overcome objections, answer questions, know when to close whilst maintaining professionalism and being consistently likeable. The goal is to promote business growth by expanding the company’s clientele
Requirements and skills
Cold calling people using a given phone directory to sell products promote services.
Using scripts to provide information about product’s features, prices etc. and present them benefits
Proven experience as telemarketer or similar sales/customer service role
Proven track record of successfully meeting sales quotas preferably over the phone.
Working knowledge of relevant computer programs (e.g., CRM software) and telephone
systems
Excellent communication and presentation skills
Proficient in English
Skilled in negotiation and dealing with complaints.
Persistent and results-oriented
Patient and able to handle customer rejection.
Working hours: 01h00am – 10:00am (night shift)
They will be working Monday – Friday
Salary: R 40 per productive hour, shift and travel allowance provided and incentives.
Will be office based: Newspaper House,122 St Georges Mall, Cape town city center, 7925, 2nd floor
DMS CAMPAIGN (Digital Media Solutions) – USA night shift
What they will be doing –Lead generation from an existing client base/Cold calling for medical insurance and other campaign
What their typical Day will look like:
Read from a scripted pitch
Transfer warm leads to the USA team
Work towards exceeding transfer targets
Ensure high quality standards are adhered to
Candidate requirements:
Matric
12 months outbound sales/customer service/Retentions/debt collection/tele sales/lead warming/insurance sales experience (Not essential but preferred)
International outbound experience with sales/customer service (Not essential but preferred)
Lead generation experience (as a duty)
Neutral accent
Confident/ Persistent
Must be South African
Must be available immediately/ must be currently unemployed
Working hours: 16h00pm – 04:00am (night shift)
They will be working Monday – Friday plus 2 Saturdays a month (Possible)
Salary: R 40 per productive hour, shift and travel allowance provided and incentives.
Will be office based: Newspaper House,122 St Georges Mall, Cape town city center, 7925, 2nd floor
Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.
Recruitment Consultant
Reference No: 1753473124 | Durban, South Africa | Posted on: 09 March 2023
Job Summary
Managing the end-to-end process. from designing new campaign ads. Screening and sourcing quality candidates. Apply critical mindset to ensure key skills candidates meeting campaign requirements. This role entails working closely with the Operations Departments so you must have strong relationship building skills. Strong sense of urgency and working in a pressurized environment is needed for this role.
DMS CAMPAIGN (Digital Media Solutions) – USA night shift
What they will be doing –Lead generation from an existing client base/Cold calling for medical insurance and other campaign
What their typical Day will look like:
Read from a scripted pitch
Transfer warm leads to the USA team
Work towards exceeding transfer targets
Ensure high quality standards are adhered to
Candidate requirements:
Matric
12 months outbound sales/customer service/Retentions/debt collection/tele sales/lead warming/insurance sales experience (Not essential but preferred)
International outbound experience with sales/customer service (Not essential but preferred)
Lead generation experience (as a duty)
Neutral accent
Confident/ Persistent
Must be South African
Must be available immediately/ must be currently unemployed
Working hours: 16h00pm – 04:00am (night shift)
They will be working Monday – Friday plus 2 Saturdays a month (Possible)
Salary: R 40 per productive hour, shift and travel allowance provided and incentives.
Will be office based: Newspaper House,122 St Georges Mall, Cape town city center, 7925, 2nd floor
Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.
Recruitment Consultant
Reference No: 3136941773 | Durban, South Africa | Posted on: 08 March 2023
Recruitment Consultant
CallForce is an award-winning BPO service provider delivering innovative and customized contact centre solutions from South Africa to the global market. Our vision is to bring significant contribution to the South African GBS industry objective of creating 500 000 new jobs servicing offshore markets by 2030 and give the talented youth of South Africa an opportunity to gain skills and experience to launch purposeful career opportunities.
Job Summary
Managing the end-to-end process. from designing new campaign ads. Screening and sourcing quality candidates. Apply critical mindset to ensure key skills candidates meeting campaign requirements. This role entails working closely with the Operations Departments so you must have strong relationship building skills. Strong sense of urgency and working in a pressurized environment is needed for this role.
Key responsibilities
Write adverts and post on various platforms
Implement initiatives & referral initiatives to attract outbound sales candidates
Ensure fulfilment of the end-to-end recruitment function including sourcing, telephonic screening, competency-based interviews, assessments, compliance & all other related functions
All administrative related duties
Ensure high quality standards are adhered to
Requirements and Qualifications
2+ years end to end recruitment experience
Proven track record in meeting high candidate delivery
contactable references
Working Hours
Monday to Friday 8am to 5pm
Flexible due to Operational requirements
Salary – R 6000 to R 8000 plus lucrative placement incentive
Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.
Administration
1) Prepare and maintain sketches, maps, reports, and legal descriptions of surveys in order to describe, certify, and assume liability for work performed.
2) Verify the accuracy of survey data, including measurements and calculations conducted at survey sites
3) Direct or conduct surveys in order to establish legal boundaries 4) Record the results of surveys, including the shape, contour, location, elevation, and dimensions 5) Calculate heights, depths, relative positions, property lines, and other characteristics of terrain.
Other
any other reasonable instruction by management
Recruitment Consultant
Reference No: 3653520715 | Johannesburg, South Africa | Posted on: 02 March 2023
Recruitment Consultant
CallForce is an award-winning BPO service provider delivering innovative and customized contact centre solutions from South Africa to the global market. Our vision is to bring significant contribution to the South African GBS industry objective of creating 500 000 new jobs servicing offshore markets by 2030 and give the talented youth of South Africa an opportunity to gain skills and experience to launch purposeful career opportunities.
Job Summary
Managing the end-to-end process. from designing new campaign ads. Screening and sourcing quality candidates. Apply critical mindset to ensure key skills candidates meeting campaign requirements. This role entails working closely with the Operations Departments so you must have strong relationship building skills. Strong sense of urgency and working in a pressurized environment is needed for this role.
Key responsibilities
Write adverts and post on various platforms
Implement initiatives & referral initiatives to attract outbound sales candidates
Ensure fulfilment of the end-to-end recruitment function including sourcing, telephonic screening, competency-based interviews, assessments, compliance & all other related functions
All administrative related duties
Ensure high quality standards are adhered to
Requirements and Qualifications
2+ years end to end recruitment experience
Proven track record in meeting high candidate delivery
contactable references
Working Hours
Monday to Friday 8am to 5pm
Flexible due to Operational requirements
Salary – R 6000 to R 8000 plus lucrative placement incentive
Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.
Team Leader - Sales Fulfilment Team
CallForce is an award-winning BPO service provider delivering innovative and customized contact centre solutions from South Africa to the global market. Our vision is to bring significant contribution to the South African GBS industry objective of creating 500 000 new jobs servicing offshore markets by 2030 and give the talented youth of South Africa an opportunity to gain skills and experience to launch purposeful career opportunities.
Job Summary
As the Sales Fulfilment Lead, you are responsible for overseeing the day-to-day Sales fulfilment Operations. This includes managing and scheduling the SFF team in both JHB and KZN to improve the sales to activation ratio. Manage the relationship with the various stakeholders to improve the delivery times & overall activations. Quick thinker who takes a hand-on approach to problem-solving.
Always looking for more efficient, cost-effective ways of getting things done while keeping in line with our strategic anchors and values.
Key responsibilities
Work directly with the Operations Team to manage the team.
Provide adequate supervision, coaching and training to employees to ensure orders are captured correctly, accurately, and efficiently.
Ensure completion of team schedules and workflow assignments.
Closely manage all the different reasons for sales not activated.
Manage relationships with key stakeholders e.g. warehouse, courier, logistics team, SFF.
Ensure that the team is aligned to increase sales to activation ratio above 80%
Continuous optimization of current processes.
Provide regular feedback to Operations team on the obstacles and issues around rejected sales and help bridge this gap.
Requirements and Qualifications
Grade 12 / Matric
2+ years or experience in a customer service role
1 – 3 years previous sales experience / relevant experience in this specific role.
Excellent excel skills
Salary: R12 000 – R15 000
Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.
Insurance Sales Consultant
CallForce is an award-winning BPO service provider delivering innovative and customized contact Centre solutions from South Africa to the global market. Join us as an Outbound Sales Consultant and be part of a thriving team with many career development opportunities.
Your sales experience in the insurance industry and your ability to meet targets will support your success in this role.
You Must have
Grade 12
Clear Criminal and ITC records
2-year insurance sales experience
Excellent command of English (both verbal & written)
Good knowledge of insurance products i.e., Funeral etc.
Must comply with FAIS fit and proper requirements.
RE 5 (highly advantageous)
You will earn Basic of R5500 per month, plus lucrative commission. Must be willing to work additional hours and some Saturdays to meet targets.
Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.
Let's do this!
If you've got what it takes, then get your fingers ready!!
Note: Read thoroughly with understanding.
US-based client is looking for dynamic outbound agents to call trial and/or recently lapsed trial customers to get them to become paid subscribers to satellite and online entertainment services on the night shift.
This is a no cold calling center with more of a hot lead base of customers using the list of the 3-month free-trial subscribers.
Education and Experience:
Matric
English language proficiency
Minimum 1-year outbound sales experience within an international center is required
Typing speed of minimum 35 wpm
Key Competencies and Skills:
Excellent communication skills
Persuasiveness
Negotiation skills
Salary Per productive hour, shift and travel allowance provided and incentives.
Working Hours:
Monday to Saturday
Rotational shifts from 15h00pm – 04h00am
Company Description:
CallForce is an award-winning BPO service provider delivering innovative and customized contact centre solutions from South Africa to the global market. Our vision is to bring significant contribution to the South African GBS industry objective of creating 500 000 new jobs servicing offshore markets by 2030 and give the talented youth of South Africa an opportunity to gain skills and experience to launch purposeful career opportunities.
Salary: R6,500 (basic plus commission) and incentives.
Attach those CV's and GOOD LUCK!!!
Insurance Consultants
Reference No: 1622671257 | Durban, South Africa | Posted on: 09 February 2023
We are looking for individuals to work within the contact centre as there are career opportunities available for Insurance Consultants. The insurance consultant role is focused on providing an end-to-end service and support to brokers.
This role is focused on, but not limited to; servicing broker requests, including enquiries.
Providing telephonic/ email support to the intermediary on record, authorised representatives from the brokerage, and broker services;
Dealing with general insurance and policy specific enquiries;
Dealing with issuance of new policies/ policy maintenance/ renewal / agri aspects of policies;
Assisting to resolve all insurance queries within required timeframe and compliance requirements;
Undertaking client follow-ups when policies are cancelled to ascertain the reasons and attempt to retain the policy onto books;
Undertaking to adjust premiums in line with new asset values;
Managing client expectation on expected turnaround times for submitted requests;
Adhering to underwriting criteria and regional requirements;
Assist with profiling the client with the best suitable product and underwriting criteria;
Advising brokers to ensure that we meet with clients’ needs in terms of the correct cover and product;
Assisting in implementing solutions for improvement; and
Standing in for Consultants should they be absent or on leave during busy periods or absence of key resources, assisting where required.
Outbound Telesales Agent
Reference No: 3764191976 | Durban North, South Africa | Posted on: 09 February 2023
We are looking for SALES CHAMPIONS to join our high performing sales team in a well-established telecommunications operation. If you are money-hungry, tenacious and love the world of sales, then this is for you!
Desciption:
Cold call pre-existing and new customers to sell variety of products & services
Offer professional advice to clients for upgrades
Set up new customer accounts and update existing records
Keep up to date and fully informed on product comparisons and new products
Be compliant in all activities in accordance with regulations and professional guidelines and ethics & business rules
Telesales Sales Consultant
CallForce is an award-winning BPO service provider delivering innovative and customised contact centre solutions from South Africa to the global market.
Join us as an Outbound Sales Consultant and be part of a winning team. You will be working on SA’s largest Telecommunications company. This is no ordinary Sales position. This is YOUR opportunity to be part of a winning team and enjoy the success that comes with it!
We offer Guaranteed Basic salary, PLUS commission, PLUS high end electronic and other great incentives. · Earn up to R20,000 a month.
Apply now if you Have at least 1 years’ tele-sales experience. · Have strong sales ability and objection handling. · Are proficient in English and 1 other language. · Have the tenacity and passion for sales. · Proven ability to meet sales targets.
Send your CV to our watsapp line (0764206424), or via the link in this advert. Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful
We are seeking an HR Specialist to oversee insourced and or outsourced staff deployed in the BPO/Contact Centre sector in Cape Town. The successful candidate should be able to build and maintain Strong relationships with external clients and internal stakeholders to enable an optimal working environment.
DUTIES
Provide HR oversight and client relationship management including:
24 hour problem resolution client/employee.
Handle misconduct and incapacity processes.
Performance Management of KPIs and targets.
Monitor attendance and adherence to schedule and address non-compliance.
Investigate incidents on duty.
Assist with monthly payroll. Handle payroll and leave queries.
Assist with credit control in respect of client billings.
Handel HR administration.
Handle Medical Aid admin and leave reports.
Engage with internal and external client management teams to understand and meet service delivery levels.
Ensure implementation & maintenance of Service Level Agreements and Standard Operating Procedures.
Liaise with the recruitment team, ensuring full understanding of the profile for new recruits.
Assist with co-ordination of recruitment process.
Keep the client and recruitment team informed of process.
Manage attrition.
Completion of all documentation relating to candidate placement.
Attend client meetings and provide reports.
Complete all required daily, weekly and monthly reports.
QUALIFICATIONS:
Matric
HR degree/diploma (a preference)
MS Office – strong Excel
SLILLS AND EXPERIENCE:
3-5 years practical HR/IR experience.
Client Relationship Management experience
Experience in working in BPO/Contact Centers.
TES Account/Project Management experience (a strong preference.)
Valid driver’s license & own motor vehicle.
COMPETENCIES
Strong inter-personal skills.
Excellent verbal and non-verbal communication skills.
Ability to manage conflict.
Strong customer service focus.
Flexibility and adaptability.
Stress tolerance and resilience.
Planning, organizing and time management.
Quality focus and excellence orientation.
Salary: Industry related
HR Specialist
Reference No: 1761925813 | Cape Town, South Africa | Posted on: 06 February 2023
We are seeking an HR Specialist to oversee employees working in the BPO/Contact Centre sector in Cape Town. The successful candidate should be able to handle key HR functions ensuring that staff maintain the required standards of professionalism and service delivery. The successful candidate will also be required to build and maintain strong relationships with external and internal stakeholders to meet project deliverables.
Duties:
Provide HR oversight and client relationship management including:
24 hour problem resolution client/employee.
Handle misconduct and incapacity processes.
Performance Management of KPIs and targets.
Monitor attendance and adherence to schedule and address non-compliance.
Investigate incidents on duty.
Assist with monthly payroll. Handle payroll and leave queries.
Assist with credit control in respect of client billings.
Handel HR administration.
Handle Medical Aid admin and leave reports.
Engage with internal and external client management teams to understand and meet service delivery levels.
Ensure implementation & maintenance of Service Level Agreements and Standard Operating Procedures.
Liaise with the recruitment team, ensuring full understanding of the profile for new recruits.
Assist with co-ordination of recruitment process.
Keep the client and recruitment team informed of process.
Manage attrition.
Completion of all documentation relating to candidate placement.
Attend client meetings and provide reports.
Complete all required daily, weekly and monthly reports.
Qualifications:
Matric
HR degree/diploma (a preference)
MS Office – strong Excel
Skills and Experience:
3-5 years practical HR/IR experience.
Client Relationship Management experience
Experience in working in BPO/Contact Centres.
TES Account/Project Management experience (a strong preference.)
Valid driver’s license & own motor vehicle.
Competencies
Strong inter-personal skills.
Excellent verbal and non-verbal communication skills.
Ability to manage conflict.
Strong customer service focus.
Flexibility and adaptability.
Stress tolerance and resilience.
Planning, organising and time management.
Quality focus and excellence orientation.
Salary
Industry related
About the Role
We are on the hunt for goal driven, enthusiastic and committed individuals to join our USA Campaign as an Outbound Sales Consultant. Our client is a listed USA company who are leaders in music streaming. Join this dynamic industry player to enjoy great earning and work in a fun dynamic team offering great growth potential. High conversions rates on all calls!
Minimum Requirement
1 to 2 years sales experience in a target-based environment.
Highly proficient in English, written and verbal.
Key Skills
Accurate typing
Excellent Communication skills
Positive attitude
Objection handling
Problem solving skills
Working hours
Monday to Saturday, shifts from 4pm – 5am
Ability to commute/relocate: Cape Town, Western Cape
Transport is provided
Salary
R6500 Basic + lucrative commission
Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful.
Are you an aspiring Outbound Sales Recruiter looking for an opportunity to advance your career?
If you are an effective communicator, driven and passionate team player and result driven sales person, we have the prefect job for you!
We are searching for Outbound Sales to join our fun, fast-paced, growing team and take on full responsibility for converting sales leads into successful candidates!!!
Outbound Sales duties and responsibilities:
Contact prospective candidates by both telephone and email
Market Research to develop warm leads (Pipeline on all Social media platforms)
Identify prospects that fit the target demographic (Job description)
Use product knowledge to showcase the solutions that our company can offer to prospects
Up sell additional products as need arises (Job specifications)
Use database or other software to track progress with new prospects and target data (Microsoft Office)
Report sales goals and objectives to Team leader
Maintain contact with existing clients to make sure they are satisfied and request referrals
Attend trainings to stay up to date with the specifications of new products and service offerings
Outbound Sales requirements and qualifications:
Previous working experience as an Outbound Sales for 2 years or more
Excellent communication, interpersonal and presentation skills
Networking aptitude
Fearless attitude and a hunter mentality
Work under pressure
Fast learner
Goal driven
Kindly attach/upload your CV
All the best!!!
TITLE: ACCOUNT MANAGER (BPO) (Cape Town)
We are seeking an experienced Account Manager with exceptional client relationship management skills and practical HR/IR experience to manage and exceed client expectations on contact centre campaigns. In addition, the successful candidate will provide HR support and IR services for contact centre teams based on client sites.
JOB FUNCTION:
Client Relationship Management
Engage with the client management team to ensure effective operational management.
Ensure implementation & maintenance of Service Level Agreements and Standard Operating Procedures.
Identify trends and analyse the needs of the client to propose operational interventions.
Recruitment
Liaise with the recruitment team, ensuring full understanding of the profile for new recruits.
Assist with co-ordination of recruitment process.
Keep the client and recruitment team informed of process.
Schedule interviews.
Manage attrition.
Completion of all documentation relating to candidate placement.
Operational Management
Monitor attendance and adherence to schedule.
Investigate incidents.
Monitor quality of training/quality/coaching and related material.
Performance Management as per KPIs and Targets.
Collect weekly & monthly documentation (e.g. Collection of timesheets).
Ensure compliance with dress code and code of conduct.
24 HR problem resolution client/agent
IR management manage misconduct and incapacity processes
Manage credit control respect of billings to clients.
HR / Payroll Administration
Management of all associated staffing administration.
Submit payroll and leave queries, follow through on queries.
HR administration - ensure attendance registers updated and submitted as per payroll deadlines.
Medical Aid admin and leave reports.
Reporting
Attend client meetings and provide reports.
Complete all required daily, weekly and monthly reports.
QUALIFICATIONS:
Matric
Tertiary degree/diploma (a preference)
Computer literacy - MS Office – strong Excel
SKILLS AND EXPERIENCE:
2-3 years Client Relationship Management experience
Experience in working on Call Centre campaigns.
TES Account/Project Management experience (a strong advantage).
Practical HR/IR knowledge and experience.
Valid driver’s licence & own motor vehicle.
COMPETENCIES
Strong inter-personal skills.
Good verbal and non-verbal communication skills.
Ability to manage conflict.
Strong Customer Service Focus.
Flexibility and adaptability.
Stress tolerance and resilience.
Planning, organising and time management.
Quality focus and excellence orientation.
We're looking for an Insurance Sales Team Leader to join our professional team of insurance sales consultants in Sunninghill, Johannesburg.
The objective of this role is to provide guidance and support to the team with regards to setting up, measuring and meeting performance targets.
We are aiming for speed, efficiency, increase in sales and quality service delivery that makes a positive impact on our customers in a collaborative, supportive environment that drives a "people-first" culture.
Roles & responsibilities
Manage teams and ensure customer satisfaction, Transaction/Call Monitoring, Quality and ensuring that productivity targets are met
Ability to identify inefficient/ineffective processes and develops recommendations to enhance controls and efficiency
Providing motivation, coaching and feedback to team members to enable them to improve their performance
Provide inputs on process and system to the team
Manage teams and ensure customer satisfaction, Transaction/Call Monitoring, quality and ensuring that productivity targets are met
Motivate team members and control attrition
Complaint and escalation management
Provide coaching and feedback to team members to enable them to improve their performance.
Assist new hires such that they are productive on the floor in the shortest possible time frame
Client Interaction, where required – Daily/Weekly/Monthly
Productivity Improvement and Employee engagement
Ensure compliance with internal policies and procedures, external regulations and information security standards
Management reporting and oversight
Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis
Ensuring accuracy of performance reports and compliance to internal control requirements
Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams
Establish an environment and work style that promotes the concept of teamwork and professional development
Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level
Minimum Requirements
Matric
At least 2 years' experience in a leadership role, in contact centre sales
Must be technologically savvy
Certificate in supervisory management, ideal but not essential
Willingness to work Saturdays and overtime, as required
Understanding of IR and HR policies
Ability to handle escalations and take ownership
Working Hours
08h00 – 17h00 Monday to Friday
Sales Consultants – B2B
Reference No: 1449393841 | Johannesburg, South Africa | Posted on: 16 January 2023
Sales Consultants – B2B responsible for achieving monthly, quarterly and annual goals by selling to end customers in the base as well as new non-Business customers using the telephone, Web 2.0 technologies and face to face engagements. The Sales Consultants - B2B will build direct relationships with end user organizations and will work closely with the team to leverage Business resources to maximize the revenue opportunities within these end customer accounts.
Roles & responsibilities
Customer Relationship Management: Responsible for developing relationships with the assigned customer base in order to drive the sales process (demand generation through to opportunity closure).
Understand the addressable market. Utilise knowledge of the region and install base to exploit commercial opportunities. Run sales campaigns and promotions, in accordance with the sales strategy.
Develop customer strategy which identifies the customer’s needs and defines possible solutions to enable revenue growth for the business.
Develop territory & account plans, prioritise internal and external (virtual and non-virtual) resources & execute to meet or exceed sales quota.
Position "end to end" solutions to the end customer to take total ownership of install base and to reflect the true value of the client’s Business value proposition.
Provide 1st level support and escalate 2nd level and 3rd level support to client services.
Minimum qualifications
2 years of B2B sales experience, preferably in a fast-moving sales environment.
Advanced customer relationship skills with proven sales record.
Strong sales skills: account planning, cold calling, SWOT analysis, up-selling, cross-selling, forecast accuracy.
Objective-oriented. Consistent achievement of sales quotas and forecasted revenue targets.
Strong communication, negotiation, business acumen and presentation skills.
Strong planning & organizational skills.
Experience working with field sales, partners, technical, and operational resources to create sales strategies and execute goals.
Strong relationship building, account planning and process competence skills.
Ability to work well under pressure and proven ability to meet deadlines.
Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.
Operations Manager BPO
Reference No: 2133798924 | Cape Town, South Africa | Posted on: 28 December 2022
Work with a well-established telecommunications brand to lead, mentor and coach contact Centre Teams to create and deliver amazing customer experiences. Support and motivate your team to ensure they’re on track to meet client goals.
Responsibilities:• Develop and implement plans to successfully deliver exceptional results• Handle client interface, deliver on SLA requirements• Focus on providing differentiation in a highly competitive industry by exceeding client expectations• Continuously promote a performance-driven culture and always work towards reaching for amazing results• Ensure that reporting and informational needs are met, and that management is kept well informed of daily activities and significant problems• Achieve financial and non-financial targets.• Improve the key success metrics associated with goals including:
o Customer Satisfaction Scoreo Service Level Goalso Quality Goals
• Lead, develop, motivate, operational teams• Manage the Contact Centre workforce. motivate and manage supervisory team• Ensure optimal service delivery through scheduling and continuous process improvement.• Coordinate training on new or revised information relating to services, products or processes of projects• Ensure all customer questions and complaints are resolved in a timely manner• Brainstorm with the team around issues or challenges that may hinder optimum performance and give recommendations to improve performance• Handle employee related issues. Monitoring attendance, punctuality and leave • Analyze data to determine operational trends and provide solutions to increase service and quality levels in order to achieve and exceed targets and KPAs• Set up and manage performance measures.• Deliver daily, weekly and monthly reports.• Manage operating budgets. • Develop rewards and recognition incentives/programs.• Assist in forecasting resource requirements and ensure that recruitment campaigns are carried out in a timely manner to ensure that sufficient resources are in place to achieve agreed contact centre service, sales and quality targets• Continually review internal systems, procedures and processes to ensure resource and operational efficiency, and make appropriate recommendations for any required changes• Work with IT and Infrastructure to ensure optimal operational efficiencies• Understand customers’ needs and identify solutions that meet the requirements of the customer
Requirements• Matric• Certified Call Centre Manager or equivalent qualification, a distinct advantage• 2-4 years’ experience in a BPO Call Centre Management position • Knowledge of and experience in managing to strict client SLAs• Ability to motivate and manage supervisory team • Solid understanding of reporting and budgeting procedures• Solutions focused - ability to think outside the box• High Proficiency in English
Skills• Outstanding communication and interpersonal skills• Ability to drive outcomes• Excellent organizational and leadership skills with a problem-solving ability• Self-confidence and leadership qualities• The ability to establish rapport with people at all levels• Excellent knowledge of management methods and techniques• Advanced troubleshooting and disaster recovery experience• Effective communication skills, including ability to communicate clearly, concisely, and professionally, both verbal and in writing.
Contact leo@callforce.co.za
Tech Support Team Leader
Reference No: 3811782397 | Cape Town, South Africa | Posted on: 01 December 2022
We're looking for a Tech Support Team Leader to join our professional team of technical support agents for Vodacom FTTH in Cape Twon CBD.
The objective of this role is to provide guidance and support to the team with regards to setting up, measuring and meeting performance targets.
We are aiming for speed, efficiency, increase in quality service delivery that makes a positive impact on our customers in a collaborative, supportive environment that drives a "people-first" culture.
Key Competencies & Skills
Drive operational and technological efficiencies within the team
Manage daily operations
Monitor team performance against target on a day-to-day basis, and implement changes where appropriate
Ensure the individual team members' service standards are adhered to e.g. meeting and exceeding targets, team productivity, data conversions, talk interactions captured etc.
Handle difficult customer complaints or enquiries
Drive quality control and ensure corrective actions are taken where required
Manage administrative workloads and outbound projects
Proactively encourage high performance
Coach low performers within the team
Adhere to all HR policies and procedures
Ensure adherence to Health, Safety and Environmental legislature
Qualifications & Experience
Matric
At least 3 years' experience in a leadership role, in contact centre
Must be technologically savvy
Certificate in supervisory management, ideal but not essential
Willingness to work shifts
Willingness to work Saturdays and overtime, as required
Understanding of IR and HR policies
Ability to handle escalations and take ownership
Working Hours
06h00 – 22h00 Monday to Sunday
TTEC has proudly partnered with CallForce to support the launch of our newest global location. CallForce is supporting us by hiring and onboarding our professionals.Role/Purpose:
Manages a safe, attractive and functional physical environment for all employees. In support of the department vision to create an exceptional workplace. Develops, implements, and maintains facility programs that reflect the priorities of continuous improvement, automation, thinking globally and identifying best practices, while at the same time working to reduce TTEC’s financial exposure.
Core Responsibilities:
Proactively manages complete facility maintenance of building/sites including but not limited to maintaining superior condition of company space; acting as the landlord/vendor liaison.
Review government regulations, renewal of operating licenses, work permits, and other requirements from the authorities related to the business.
Effectively leads and manages Facilities team, within the department’s SLA and KPIs standards. including but not limited to Facilities Technicians, Service Contractors, Facilities Systems (BMS), Security Team, Janitorial Team and all critical equipment contractors.
Maintains various facility systems such as HVAC, CCTV, turn styles, elevators, electrical stairs, utilities, and systems such as emergency generator, UPS, lighting, security, and Fire Detection and Alarm System (FDAS).
Establishes and manages Facilities budget (Opex and Capex), creating the purchase requisitions including supplies, follow up on invoices payments and is responsible for reporting financial information. In conjunction with corporate real estate evaluates present and future needs for real estate.
Develops and maintains standards to manage relationships with facility related vendors such as Janitorial, Security, HVAC, CCTV, turn styles, elevators, electrical stairs, utilities, and systems such as emergency generator, UPS, lighting, and Fire Detection and Alarm System (FDAS). Conducts QBRS will all facilities related vendors.
Effectively manages customer expectations and ongoing customer relations. Communicates status and timeline of facility maintenance projects, enhancements, and changes.
Implement and communicate policies that will impact on safety and security to customers to include the Risk Management policies pertaining Information Security and Management System.
Manages facility programs covering disaster preparedness and recovery and coordinates with headquarters division to implement company-wide Emergency Response Plan. Being the point of contact during a disaster situation to return safely to operations, requires to be available or have a designee to response in timely manner.
Maintains and oversees facilities architectural drawings and floor plans. Ensures all construction drawings and floor plans are accurate and up to date.
Maintains the database of the facilities fixed assets and it’s ranking.
Based on geographic location could be the point of contact from the Facilities perspective for:
Assist with Environmental questions / issues.
Acts as Emergency Manager during emergencies like calamities, fire, etc.
Commander of Emergency Control Organization (ECO) Support.
Has the full control of ECO activation within the area of responsibility.
Updates Emergency Director on the emergency situations.
Assist with Health Safety and Environment issues.
Social Media Consultant
Reference No: 469251521 | Cape Town, South Africa | Posted on: 21 October 2022
Title: Social Media Support Customer Service Representative
Role description and duties:
Deliver an exceptional customer experience by assisting customers in resolving queries via all Social Media Platforms. Achieve service levels in compliance with company directives.
Duties and responsibilities:
Responsible for resolution of customer queries with high professionalism
First response on Social media platforms such as Facebook, Twitter, Instagram etc.
Understanding and ownership of customer queries and complete management the process to resolve issues escalated.
Assist and resolve incidents according to processes and procedures.
Ensure excellent customer service and effective and efficient problem-solving.
Preserve and build relationship with customers and other stakeholders on behalf of the business.
Effectively follow up on emails etc. including other key commitments made to clients.
Reduce escalated incidents in line with SOPs and policy.
Provide exceptional support in writing
Submit reports including progress reports and analysis of information and statistics.
Data capture customer info, escalated incidents and the processing of the ticket data
Requirements:
Matric/NQF Level 4 Equivalent
Excellent comprehensive skills
Excellent writing and reading skills
Excellent typing skills
Be social savvy
Previous experience is advantageous
Leadership and communication skills
Good presentation skills both verbally and written
Stable internet connection at home
6 months Customer service experience
6 months Social Media Experience
Salary and rates including allowances, incentives: you will earn a basic salary of R7 000.00 per month
Days & times of work:
The operation is based in the Cape Town CBD and runs on a rotational schedule 06:00 and 22:00 - Monday to Sunday (2 weekends on and 2 weekends off based on operational requirements) – 365 days a year, including public holidays
At TTEC, we’re all about the Human Experience. Elevated. As a Service Delivery Team Lead in Cape Town, South Africa you’ll be a part of creating and delivering amazing customer experiences while you also #ExperienceTTEC, an award-winning employment experience and company culture. TTEC has proudly partnered with CallForce to support the launch of our newest global location. CallForce is supporting us by hiring and onboarding our inaugural classes of customer experience professionals. You'll want to get in on the ground floor as many of our early employees in other markets have seen expedited career growth with TTEC.
What You’ll be Doing Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to learn more about the industry and gain direct management experience? In this role, you’ll support and motivate your team to make sure they’re on track to meet goals. You’ll work to answer associate’s questions, issues, and customer escalation while ensuring quality customer experience on every call as you’re the first line manager for your team.
You’ll report to the Operations Manager. We’re looking for a leader to Act as one, as you will encourage and motivate you team to resolve issues, accomplish goals and influence their career mobility.
During a Typical Day, You’ll
Coach associates to ensure achievement of company and client goals while addressing employee related issues and coordinating training on new or revised information relating to services, products or processes of projects
Bring your time management and organizational skills to manage multiple, complex, ongoing tasks and projects while monitoring absence and attendance of your team
Motivate and develop your team with your open, honest manner and high level of integrity in providing feedback and acknowledging a job well done
What You Bring to the Role
Grade 12
Continuously promote a performance-driven culture and always work towards reaching for amazing
Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
Consistently mentor and inspire others
Customer focused mindset
Computer savvy
What You Can Expect
Knowledgeable, encouraging, supporting and present leadership
Diverse and community minded organization
Career-growth and lots of learning opportunities for aspiring minds
And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you, including a basic salary of R 20 000, plus a R 2 000 medical aid contribution to a Discovery Health plan of your choice and other benefits including provident fund and life cover
BPO Trainer
Reference No: 3369871953 | Cape Town, South Africa | Posted on: 21 October 2022
At TTEC, we’re all about the Human Experience. Elevated. As a Trainer in Cape Town, South Africa you’ll be a part of planning, facilitating and managing the new hire training process for associates in training at TTEC, to include both client and TTEC required training courses while you also #ExperienceTTEC, an award-winning employment experience and company culture. TTEC has proudly partnered with CallForce to support the launch of our newest global location. CallForce is supporting us by hiring and onboarding our inaugural classes of customer experience professionals. You'll want to get in on the ground floor as many of our early employees in other markets have seen expedited career growth with TTEC.
What You’ll be DoingDo you have a passion to train and guide others towards best practices? Do you love helping set someone up for success? In this role, you’ll support and actively engage new hires in a training environment to develop their knowledge of our values, employee workspaces, time keeping apps, and training on client products and procedures. You’ll work to make sure each employee is set up for success as they start their new role by teaching, testing, and monitoring absence and attendance throughout the training process.
We’re looking for a Trainer to welcome and excite new hires as they start their new careers.
During a Typical Day, You’ll
Inspire and motivate learners to reach for amazing
Mentor and coach new hires within client training goals and time frames
Bring your interest in helping others to start their career journeys successfully
Deliver high quality client product training
What You Bring to the Role
High school diploma or equivalent
2 years or more in training and adult learning or call center experience
Team building and nurturing an inclusive learning environment
Engage and support your trainees in making sure they have the proper tools and systems knowledge to accomplish day-to-day tasks
Computer savvy
Encouraging coaching skills
Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint), Oracle, Kronos, Zoom or ability to learn technology quickly
What You Can Expect
Knowledgeable, encouraging, supporting and present leadership
Diverse and community minded organization
Career-growth and lots of learning opportunities for aspiring minds
And yes... all the competitive compensation, performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you, including a basic salary of R 22 500, plus a R2000 medical aid contribution to a Discovery Health plan of your choice and other benefits including provident fund and life cover
Join our team of customer service associates within an award-winning employment experience & company culture, as we strive to create customer experience bliss!
What You’ll be Doing
Do you have a passion for helping others & ensuring peace of mind? In this role, you’ll work to resolve the customer’s issues swiftly & handling customer enquiries telephonically and email correspondence.
Key responsibilities:
Answer inbound voice calls from customers regarding automotive queries
Calling customers back with relevant feedback
Conduct research to provide answers for customers to resolve their issue
Identify and respond to the customers’ needs with helpful solutions, delivering a high-quality service
Apply empathy and patience when dealing with irate customers
Apply excellent listening skills and probing techniques to establish relevant information to resolve the query
Requirements
Matric National Diploma with English as a 2nd language subject pass mark
2 years call centre and BPO level experience – Mandatory
1-year Complaints handling or cases management– ideal/ beneficial
Technical query handling – ideal/beneficial
Stakeholder and negotiation skills – Mandatory
Experience of UK customer- beneficial
experience working on any inbound UK campaign (insurance, telco, retail and/or utility) would be beneficial.
C1 level language – Mandatory
Experience of multiple systems: Microsoft, email, excel proficiency- Mandatory
Working Hours
09h00 – 23h00 Monday to Sunday on rotational shifts
Salary – R9 000
Benefits after probation:
Medical Aid- Kaelo Flexiplan;
Basic Life Cover
Funeral Cover
Pension Fund: company and employee contribution
Employee Assistance Program: 24 hours trauma counselling, etc.
What You Can Expect
Knowledgeable, encouraging, supporting and present leadership
Diverse and community minded organization
Career-growth and lots of learning opportunities for aspiring minds
A Bit More About Your Role
We’ll train you to be a subject matter expert in your field, so you can be confident in providing the highest level of service possible whether through voice, chat or email interactions. We trust you already have the necessary ingredient that can’t be taught – a caring and supportive nature that will shine through as you help customers.
You'll report to Team Lead. You’ll contribute to the success of the customer experience as well as the overall success of the team.
Project Recruiter
Reference No: 825676102 | Cape Town, South Africa | Posted on: 18 October 2022
Talent Acquisition Specialist
Our international client is looking for a Talent Acquisition Specialist to fulfil an end-to-end recruitment function in our Western Cape office.
What You’ll be Doing
Advertising & sourcing candidates for an international client. Completing telephonic screening, competency-based interviewing, and all compliance checks.
During a Typical Day, You’ll
Write adverts and post on various platforms
Implement initiatives & referral initiatives to attract outbound sales candidates
Ensure fulfilment of the end-to-end recruitment function including sourcing, telephonic screening, competency-based interviews, assessments, compliance & all other related functions
All administrative related duties
Ensure high quality standards are adhered to
Requirements
At least 1 year recruitment experience, preferably experience in sourcing call center candidates
Confident, dynamic & well spoken
Passion for recruitment
Working Hours
Monday to Friday 8am to 5pm
Salary – R35 per Hour
We are looking for SALES CHAMPIONS to join our high performing sales team in a well-established telecommunications operation. If you are money-hungry, tenacious and love the world of sales, then this is for you!
Salary R 4 500 Basic + potential commission earnings of up to minimum R 15K per month
Key Responsibilities
Cold call pre-existing and new customers to sell variety of products & services
Offer professional advice to clients for upgrades
Set up new customer accounts and update existing records
Keep up to date and fully informed on product comparisons and new products
Be compliant in all activities in accordance with regulations and professional guidelines and ethics & business rules
Requirements
Min 1 – 2 years outbound sales experience
Strong sales ability & ability to handle client objections
Proven track record of meeting sales targets
Excellent communication skills in English & 1 other language
Background in telecommunications will be an advantage
Clear criminal record
Working HoursMonday to Friday & alternate Saturdays
LocationDurban Central
Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.
BPO Sales Trainer
Reference No: 1786291204 | Johannesburg, South Africa | Posted on: 22 September 2022
BPO Sales Trainer
CallForce is an award-winning BPO service provider delivering innovative and customised contact centre solutions from South Africa to the global market. Join us as an Outbound Sales Consultant and be part of a thriving team with many career development opportunities.
We're looking for a vibrant Sales Trainer to join our team in Johannesburg to confidently deliver training that continuously improves the content and delivery styles for new trainees and existing agents.
Responsibilities
Facilitate training group as per Client curriculum requirements
Transfer of skills into different campaigns and accounts required for various industries
Conduct Training Needs Identification as per project requirements and report findings
Attend Quality Calibration sessions and ensure variance is less than 5%
Take Calls for minimum 4 hours each month
Attend TTT with client or Master Trainer and ensure period sign off/certification is up to date
Self-upskill on industry updates and relevant knowledge
Communicate with team on Knowledge and Skill updates for relevant campaigns
Coordinate with OPS manager to help transition agents from Training to incubation as per expectations
Coach own Trainees on observed Knowledge and Skill gaps
Manage Attrition within Training groups with regular one-on-ones
Review Training content and suggest new ways of delivery to improve effectiveness
Complete Training Administrative tasks as per set timelines
Continuously monitor Process and Knowledge updates and suggest changes to Training content and delivery
Keep up to date with changes by attempting monthly Knowledge Assessment
Qualifications & Experience
Minimum 1 Years’ experience as a L&D Sales trainer
Experience within BPO Sector
Experience in telecommunications industry ideal
Experience outbound sales
Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role
We're looking for a Vehicle Warranty Sales Agent to join our professional team of Sales Consultants focused on creating growth opportunities and increasing market share through the sale of their vehicle warranty product.
Key Responsibilities
Maximise policy sales and monthly written premium in a compliant and customer centric manner.
Be responsive, courteous and professional in dealing with the Company’s supporting lead providers and customers.
Execute the sales process with skill, knowledge, diligence and integrity.
Apply or provide competitor quotes where necessary relative to customer needs in order to provide options to customers.
Optimise each lead by selling additional products where these are available.
Use appropriate interpersonal skills and communication methods to gain acceptance of our products from potential customers.
Accurately identify the needs of the customer by asking effective questions and listening attentively.
Match benefits accordingly and demonstrate how a product satisfies their needs.
Understand objections and overcome them with an appropriate response.
Strive to become an expert in your field through observation and collaboration.
Continuously improve skills through practicing areas identified for improvement.
Share ideas and insights with the team in pursuit of continuously improving the effectiveness of the sales team.
Be self-motivated, maximise productivity and able to manage one’s time effectively when working from home.
Minimum Requirements
Matric
RE5
FETC: Short-term insurance NQF4 ideal
2 years call centre sales experience
1 year warranty/VAPS sales experience is essential
Fluency in English is essential plus one other official language.
What you can expect:
Value driven company with a focus on “People come First”
Supportive Management team
Growth opportunities
A hybrid working model
Description
There is an exciting career opportunity available within a well-established insurance sales company, for an Insurance Consultant, who will be based in Cape town.
What You’ll be Doing
The successful candidate will be servicing broker requests, including enquiries.
Key Responsibilities
Providing telephonic support to the intermediary on record, authorized representatives from the brokerage, and Broker Services
Dealing with general Agri Asset insurance and policy specific enquiries, and amendments
Adhering to underwriting and regional criteria requirements
Managing the expectation on expected turnaround times for already submitted requests
KNOWLEDGE AND SKILLS
Excellent verbal and written communication skills
Excellent interpersonal skills, collaborating with internal colleagues and external stakeholders/clients
Ensure adherence to quality, compliance and accreditation standards
Conduct efficient administration
Optimizing work processes
PERSONAL ATTRIBUTES
Customer Service
Team Support
Communicates effectively
Situational Adaptability
Action Oriented
Minimum Requirements
Grade 12 (Matric) witho Minimum 50% for Mathso Average score of 50% in all other subjects
Relevant insurance qualification would be advantageous at NQF 5
2 years’ experience in short term insurance commercial lines and/or Agri Asset would be advantageous
Experience in commercial and / or Agri Asset policy administration and underwriting
Working Hours
08h00 – 17h00 Monday to Friday
Sales Team Leader
Reference No: 4138320767 | Cape Town, South Africa | Posted on: 12 September 2022
The suitable and successful candidate will be responsible for leading and managing a team of Outbound Sales Consultants/Agents as per SLA. Product comprehension of sales and customer care coupled with proactive client interface ability would be critical functions for the role
Team leadership and management
Guide agents by demonstrating exceptional customer satisfaction
Guide, coach and Determine training needs for staff.
Communicate job expectations to Agents
Harness agent’s potential to perform optimally
Tailor recommendations to improve Consultants on reaching their targets.
Monitor attendance, punctuality and leave of personnel
Keep to date and abreast of industry trends industry trends
Manage requests/escalations between different business units to solidify resolution outcomes
Report on a regular basis on statistics, data, ratios, attrition, and terminations
Examine and indicate areas of improvement for systems, policies and processes used and propose solutions
Frequent monitoring of metrics, data and reporting on operational status
Manage quality assurance
Oversee the overtime process and monitor different shifts that are in place
Requirements
Completed Matric
A minimum of 3 years outbound management experience
Competencies
Strong ability to manage a sales team
Strong ability to empathise with customer
Strong problem-solving skills
Ability to resolve escalated customer issues
Drive Sales
Ability to multi-task
Sales Team Leader
Reference No: 2881433195 | Johannesburg, South Africa | Posted on: 12 September 2022
We're looking for a Sales Team Leader to join our professional team of sales consultants in Sunninghill, Johannesburg.
The objective of this role is to provide guidance and support to the team with regards to setting up, measuring and meeting performance targets.
We are aiming for speed, efficiency, increase in sales and quality service delivery that makes a positive impact on our customers in a collaborative, supportive environment that drives a "people-first" culture.
Key Competencies & Skills
Drive operational and technological efficiencies within the team
Manage daily operations
Monitor team performance against target on a day-to-day basis, and implement changes where appropriate
Ensure the individual team members' service standards are adhered to e.g. meeting and exceeding targets, team productivity, data conversions, talk interactions captured etc.
Handle difficult customer complaints or enquiries
Drive quality control and ensure corrective actions are taken where required
Manage administrative workloads and outbound projects
Proactively encourage high performance
Coach low performers within the team
Adhere to all HR policies and procedures
Ensure adherence to Health, Safety and Environmental legislature
Qualifications & Experience
Matric
At least 2 years' experience in a leadership role, in contact centre sales
Must be technologically savvy
Certificate in supervisory management, ideal but not essential
Willingness to work shifts
Willingness to work Saturdays and overtime, as required
Understanding of IR and HR policies
Ability to handle escalations and take ownership
Working Hours
08h00 – 17h00 Monday to Friday
Deliver an exceptional customer experience by assisting customers in resolving inbound technical service enquiries in a call center environment. Achieve service levels in compliance with company directives.
Duties and responsibilities:
Responsible for resolution of customer queries with high professionalism from the moment of escalation in line with given timelines as per SLA
Understanding and ownership of customer queries and complete management the process to resolve issues escalated.
Assist and resolve incidents according processes and procedures.
Resolve FTTH issues through effective troubleshooting and configuration.
Ensure excellent customer service and effective and efficient problem-solving.
Preserve and build relationship with customers and other stakeholders on behalf of the business.
Effectively follow up on calls including other key commitments made to clients.
Reduce escalated incidents in line with SOPs and policy.
Provide exceptional support to the rest of the team inclusive of 2nd line up Field Engineers.
Submit reports including progress reports and analysis of information and statistics.
Data capture customer info, escalated incidents and the processing of the ticket data
Education and Experience:
Matric
English language proficiency
Minimum 1 year inbound technical support experience within a center required
Typing speed of minimum 35 wpm
Key Competencies and Skills:
Excellent communication skills
Tech support
persuasiveness
tenacious
negotiation skills
stress tolerance
effective time management
Salary and rates including allowances, incentives:
R35 per Hour for the first 3 months probation - once deemed competent you will earn a basic salary of R6 000 with an additional R1 000 if you meet your kpi's each month. Shift allowance and travelling allowance.
Days & times of work:
The operation is based in the Cape Town CBD and runs on a rotational schedule 06:00 and 22:00 - Monday to Sunday (2 weekends on and 2 weekends off based on operational requirements) – 365 days a year, including public holidays.
Sales Trainer
Reference No: 345100043 | Johannesburg, South Africa | Posted on: 05 September 2022
We're looking for a Sales Trainer to join our team in Johannesburg to confidently deliver training that continuously improves the content and delivery styles for new trainees and existing agents.
Responsibilities
Facilitate training group as per Client curriculum requirements
Transfer of skills into different campaigns and accounts required for various industries
Conduct Training Needs Identification as per project requirements and report findings
Attend Quality Calibration sessions and ensure variance is less than 5%
Take Calls for minimum 4 hours each month
Attend TTT with client or Master Trainer and ensure period sign off/certification is up to date
Self-upskill on industry updates and relevant knowledge
Communicate with team on Knowledge and Skill updates for relevant campaigns
Coordinate with OPS manager to help transition agents from Training to incubation as per expectations
Coach own Trainees on observed Knowledge and Skill gaps
Manage Attrition within Training groups with regular one-on-ones
Review Training content and suggest new ways of delivery to improve effectiveness
Complete Training Administrative tasks as per set timelines
Continuously monitor Process and Knowledge updates and suggest changes to Training content and delivery
Keep up to date with changes by attempting monthly Knowledge Assessment
Qualifications & Experience
Minimum 2 Years’ experience as a L&D Sales trainer
Experience within BPO Sector
Experience in both inbound and outbound sales
Role Purpose:
To provide excellent customer service through multiple channels (face to face, telephonic, internal, external, etc) by facilitating query resolution, processing customer request and managing customer’s expectations.
Responsibilities:
Drive significant growth and profitability in the context of cost management.
Deliver exceptional service that exceeds customer and stakeholder’ expectations through proactive, innovative and appropriate solutions. Manage SLA's with internal and external service providers.
Engage with the customers in a professional way as specified in the service standards. Ensure customers’ needs and expectations are understood. Process the customers' requests in an efficient and effective way.
Resolve all customer queries efficiently, and within agreed timelines.
Build and maintain relationships with internal and external parties to support the business strategy
Maintenance of expert knowledge on product including pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.
Provision of an efficient administration service through careful and timeous planning, reporting and updating of all related information and systems relevant to the customer query/request.
Comply with governance in terms of legislative and audit requirements
Track, control and influence business activities with the specific aim to increase sales and service efficiencies.
Manage own development to increase own competencies.
Qualifications and ExperienceGrade 12, Tertiary qualification, Banking qualification
Computer Literacy
1 to 2 years in customer service
QA Analyst (Call Centre)
Reference No: 334739193 | Johannesburg, South Africa | Posted on: 01 September 2022
The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call centre. The QA will monitor outbound calls and email responses to assess associates' demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall Callforce customer’s experience.
Experience and skills required:
2-3 years experience in a similar role
Excellent verbal, written and interpersonal communication skills
Outstanding customer service skills and dedication to providing exceptional customer care
Must be self-motivator and self-starter
Focus on quality and customer service
Exceptional listening and analytical skills
Solid time management skills
Must be able to effectively deal with people at all levels inside and outside of the Company
Creative ability & writing proficiency
Ability to multitask and successfully operate in a fast paced, team environment
Must adapt well to change and successfully set and adjust priorities as needed
Responsibilities:
Participates in design of call monitoring formats and quality standards.
Performs call monitoring and provides trend data to site management team.
Uses quality monitoring data management system to compile and track performance at team and individual level.
Monitors customer care email responses.
Participates in customer and client listening programs to identify customer needs and expectations.
Provides actionable data to various internal support groups as needed.
Coordinates and facilitates call calibration sessions for call center staff.
Provides feedback to call center team leaders and managers.
Prepares and analyzes internal and external quality reports for management staff review.
Perform other duties as assigned.
Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.
Customer Service agent
Reference No: 3992419714 | Cape Town, South Africa | Posted on: 29 August 2022
Description
Customer Service consultant within the petroleum industry responsible for inbound customer care and client resolution. You will be required to build and maintain customer relationships through the facilitation of order fulfilment and query resolution via non face-to-face communication channels.
The successful applicant will be responsible for but not limited to the following job functions:
Servicing all key stakeholders telephonically and via other servicing channels as required until the query has been resolved
Servicing our members in a customer centric way to ensure that we live by our service principles
Investigating, facilitating and resolving non-conformance customer issues and providing an advisory service to customers with regards to delays in supply chain.
Maintaining the customer relationship database and logging call details as per procedure in order to address query.
Achieving and exceeding key performance metrics relating to service delivery
Working hours : The contact center operates on a 24/7 basis and shifts are rotational
This is predominately an office based position in the CBD, Cape Town however we may offer a hybrid working solution.
Competencies and Skills required
Delivering results and meeting customer expectations
Presenting and communicating information
Excellent verbal and written communication skills
Analyzing, Writing, and reporting
Deciding and initiating action
Working with people
Following instructions and procedures
Time management
Education and experience required
*Preferred: Minimum of 6 months working experience in a contact center environment in Customer Service or Sales
Matric (Compulsory)
Basic MS Office Skills / Computer literate
The Business Writing Skill (Advantageous)
Clear Credit & Criminal Record.
Must be South African Citizen
Available immediately / 2 weeks notice
Fibre at home compulsory to accommodate potentially working from home when required
Must be fully vaccinated
Salary : R 9500 per month
Outbound B2B Sales Consultant
We are looking for B2B SALES CHAMPIONS to join our high performing sales team in a well-established telecommunications operation. If you are money-hungry, tenacious and love the world of sales, then this is for you!
During a Typical Day, You’ll
· Cold calling pre-existing and new clients to sell variety of products & services
· Offer professional advice to clients for upgrades
· Set up new customers accounts and update existing records
· Keep up to date and fully informed on product comparisons and new products
· Be compliant in all activities in accordance with regulations and professional guidelines and ethics & business rules
Requirements
· Clear criminal record
· Min 6 months – 2 years outbound B2B sales experience
· Strong sales ability & ability to handle client objections
· Proven track record of meeting sales targets (Previous Pay slips to be presented)
· Background in telecommunications will be an advantage
Working Hours
· Monday to Friday & alternate Saturdays
Salary – Basic + potential commission
Dialer Analyst
Reference No: 3733803594 | Johannesburg, South Africa | Posted on: 19 August 2022
PURPOSE OF THE ROLE
Build, monitor and maintain all outbound activity call sloping strategies. Design, monitor and manage weekly activity campaign schedules. Produce real-time performance and productivity data to support the operational management team, focusing on strong performance, quality and compliance standards. Improve the top-line business decision-making processes by collecting, analysing, and reporting of data on the various campaigns
DUTIES AND RESPONSIBILITIES
Ensure dialer execution is aligned to all business unit KPI’s
Automate data loading within the dialer.
Drive innovation and strategy in the current dialer platform.
Real time analysis & monitoring of dialer campaigns to ensure compliance and adherence to set KPI’s
Real time Management of the dialer to ensure optimal agent productivity.
Identify and communicate any data anomalies or agent behavior issues to Senior Operations Team in real time.
Dialer Incident Management
Regular maintenance of the dialer.
Understanding of client requirements and ensuring the correct Dialer strategy is implemented
Monitor, analyse & report on the dialer requirements across the various campaigns
Regular Reporting and updates on lead usage at agent level.
Drive dialer metrics (Answer Rate/ RPC Rate) to influence conversion to sales.
Analysis of dialer outputs and results as well as the implementation of changes and improvements.
Create reports that business can use to monitor metrics and make decisions.
Analyse Dialer data and share opportunities for improvement.
Develop and manage strategy to run outbound campaigns, ensuring the saturation and penetration targets are achieved
Collaborate with internal and external partners to maximize achievement of business goals
QUALIFICATIONS AND EXPERIENCE REQUIRED
Matric / Grade 12
A relevant certificate or diploma is preferred
Minimum of 3 - 5 years of experience as a Dialer administrator in a Contact Centre is required
Familiarity with reporting to a sales and service Operations.
2-3 years’ experience working as a Dialer administrator in a sales Outbound Contact Center.
Experience in working with Microsoft BI Tools (SQL/SSIS/SSRS/SSAS/PowerBI)
Experience in working MySQL
Expert capability in Microsoft Excel
Knowledge of business processes and functional area
Experience in estimating solution development and delivering solutions against those estimates
BEHAVIOURAL AND COMPETENCY REQUIRED
Strong interpersonal skills with the ability to build and maintain professional relationships
Excellent analytical skills
Strong written and oral communication
Ability to work in a fast-paced industry and handle pressure well.
Ability to coordinate and multitask.
Problem solving and follow through
Analytical Thinker
Takes ownership & accountability.
Results-orientated & perseverance
Resilient and adaptability to change
Structured & process driven
Innovative and creative
Customer Service agent
Reference No: 776716915 | Cape Town, South Africa | Posted on: 19 August 2022
Description
Customer Service consultant within the petroleum industry responsible for inbound customer care and client resolution. You will be required to build and maintain customer relationships through the facilitation of order fulfilment and query resolution via non face-to-face communication channels.
The successful applicant will be responsible for but not limited to the following job functions:
Servicing all key stakeholders telephonically and via other servicing channels as required until the query has been resolved
Servicing our members in a customer centric way to ensure that we live by our service principles
Investigating, facilitating and resolving non-conformance customer issues and providing an advisory service to customers with regards to delays in supply chain.
Maintaining the customer relationship database and logging call details as per procedure in order to address query.
Achieving and exceeding key performance metrics relating to service delivery
Working hours : The contact center operates on a 24/7 basis and shifts are rotational
This is predominately an office based position in the CBD, Cape Town however we may offer a hybrid working solution.
Competencies and Skills required
Delivering results and meeting customer expectations
Presenting and communicating information
Excellent verbal and written communication skills
Analyzing, Writing, and reporting
Deciding and initiating action
Working with people
Following instructions and procedures
Time management
Education and experience required
*Preferred: Minimum of 6 months working experience in a contact center environment in Customer Service or Sales
Matric (Compulsory)
Basic MS Office Skills / Computer literate
The Business Writing Skill (Advantageous)
Clear Credit & Criminal Record.
Must be South African Citizen
Available immediately / 2 weeks notice
Fibre at home compulsory to accommodate potentially working from home when required
Must be fully vaccinated
Salary : R 9500 per month
The Quality Assurance Manager will monitor process implementation, manage QA teams in various campaigns within the business & reporting to the Head of the Training & Quality Assurance department.
The Quality Assurance Manager will ensure that quality & compliance standards across the business are consistently met & engineer strategies followed by implementation, to continuously better the performance of the business according to the policies and procedures of the business. This individual will be responsible for client communication regarding all matters Quality Assurance as well as regular briefings with senior management on the progress of the Quality Assurance teams & work done across all campaigns.
Duties & Responsibilities
Ensure compliance with the company's quality systems & processes
Evaluate daily feedback from all quality assurance & compliance teams
Develop and maintain thorough knowledge & understanding of products, including performance and functional requirements of the contact centre
Ensure campaign KPIs are met regarding quality standards
Continuously upskill quality assurance personnel
Provide weekly quality assurance reports to the business & to clients as per SLA requirements
Ensure on-going optimisation across all campaigns within the business
Team management
Requirements
Ability to work and complete projects without supervision, self-motivated
Ability to communicate with discretion and professionalism, understanding when confidentiality is needed
Analytical approach to problem solving & solution driven strategy development
Critical attention to detail
Capable of always working on multiple campaigns
Strategy implementation with excellent organisational skills
Quality control astuteness
Strong knowledge of customer care processes and techniques
Demonstrated ability to work well in a team environment
Must be a critical thinker
Qualifications & Experience
Data Analysis
At least 3-5 years in Quality Assurance/Quality Control/Compliance at management level (BPO industry preferred)
At least 3-5 years of Managing a QA Team
MS Excel proficiency advanced
Customer Centric Report building
We have an exciting career opportunity for Commercial Insurance Consultants in Cape Town looking for a new opportunity within a well-established insurance sales company.
This role is focused on candidates with long-term insurance experience with the objective of providing an end-to-end service and support to brokers.
Key Responsibilities
Providing telephonic support to the intermediary on record, authorised representatives from the brokerage, and Broker Services
Dealing with general Agri Asset insurance and policy specific enquiries, and amendments
Adhering to underwriting and regional criteria requirements
Managing the expectation on expected turnaround times for already submitted requests
Minimum Requirements
Grade 12 (Matric) witho Minimum 50% for Mathso Average score of 50% in all other subjects
Relevant insurance qualification would be advantageous at NQF 5
2 years’ experience in short term insurance commercial lines and/or Agri Asset would be advantageous
Experience in commercial and / or Agri Asset policy administration and underwriting
Knowledge & Skills
Excellent verbal and written communication skills
Excellent interpersonal skills, collaborating with internal colleagues and external stakeholders/clients
Ensure adherence to quality, compliance and accreditation standards
Conduct efficient administration
Optimising work processes
Personal Attributes
Customer Service
Team Support
Communicates effectively
Situational Adaptability
Action Oriented
Working Hours
08h00 – 17h00 Monday to Friday
Description
Helping customers implement innovative cloud computing solutions by using the latest, secured cloud computing technologies for Data Security, Data backup and storage, Improved Collaborations, Excellent Accessibility, Low maintenance cost, Mobility, Services in Pay-Per-Use and Unlimited Storage Capacity.
Preferred Qualification
Matric plus undergraduate or graduate technical degree required in Information Science / Information Technology, A+ and N+ Highly desirable
2 – 3 years Sales Experience
Core Responsibility
Business to Business Sales ability
Ensures that service level agreements are met within the agreed time frame
Leads management
Target and Sales driven
Strong negotiating, building rapport and selling skills.
Complete all compliance training within laid down timelines
Be well-groomed and presentable.
Strong computing skills.
Have excellent people skills and intuitive to client’s needs.
Be bilingual (with a third African language being beneficial).
Giving professional presentations, virtually (G-Meet/Skype/Teams) and in writing.
Not buckling under pressure and be very target driven.
Being computer literate in software such as Microsoft Office/Word/Excel/PowerPoint/.
Being calm when dealing with customer complaints and issues.
Working well as part of a bigger sales team but also be able to deliver and work independently.
Account Management skills
Fair knowledge of cloud products like Data Migration backup and/or storage, Domain, Server, etc.
Ability to cross-sell added Value products (Fiber, LTE, Office 365, Teams Voice, etc).
Great basic R6500 + Allowances + plus R4 000 commission
We are ramping up with a USA client, so join our team of dynamic Outbound Agents calling and converting hot leads for leading listed music streaming provider! No cold-calling involved!
What you can expect:
Fulfilling your full potential with the support of our experienced international sales team providing you with all the coaching and training you need!.
Experience:
Minimum 1-year outbound sales experience
English language proficiency to engage with USA customers
Computer proficiency to close your sales
Key Competencies and Skills:
Excellent communication skills
Persuasiveness
Negotiation skills
Working hours:
Mon - Sat, rotational days
Rotational shifts from 15h00pm – 04h00am
Transport provided
Great basic R6500 + Allowances + plus R4 000 commission
We are ramping up with a USA client, so join our team of dynamic Outbound Agents calling and converting hot leads for leading listed music streaming provider! No cold-calling involved!
What you can expect:
Fulfilling your full potential with the support of our experienced international sales team providing you with all the coaching and training you need!.
Experience:
Minimum 1-year outbound sales experience
English language proficiency to engage with USA customers
Computer proficiency to close your sales
Key Competencies and Skills:
Excellent communication skills
Persuasiveness
Negotiation skills
Working hours:
Mon - Sat, rotational days
Rotational shifts from 15h00pm – 04h00am
Transport provided
· The Product Owner represents the business stakeholders and is the voice of the
customer guiding individual DevOps teams, responsible for ensuring that the delivery
team delivers value to the business according to the outcome vision
· This role is responsible for the definition of customer-centric items or user stories from
the capability/feature roadmap defined by the Product Manager, ranking and prioritizing
them, and adding them to the team backlog
· This role will work closely with the Release Train Engineer/Agile Programme Manager
and Scrum Master in coordinating day to day activities such as sprint planning,
retrospectives and other agile functions to ensure collaboration and effective delivery of
user stories against commercial milestone objectives
· Product owner works to Agile principles, and will be responsible for the prioritization and
delivery of the backlog of change initiatives to maximize business benefit of the products
and features we offer. The rote works closely with the team to develop user stories,
acceptance criteria and full business benefits, and convey the vision onwards to our in-
house Scrum teams, or, where required, to our Offshore development partners
Telemarketing Agent
Reference No: 3300021454 | Cape Town, South Africa | Posted on: 26 July 2022
Are you passionate about sales? We are looking for charismatic, energetic, vibrant, money hungry sales agents experienced in lifestyle and financial services products.
What You’ll be Doing
You will have a passion for sales. You will be resilient and have the ability to handle rejection. You will be target driven and and exceed your daily, weekly and monthly targets. Your time keeping will be exceptional.
During a Typical Day, You’ll
Sell RCS products to prospective customers as well as existing customers, ensuring that targets and metrics are consistently achieved.
Requirements:
Recent 6 months Outbound Tele sales Experience
Credit Check: for integrity purposes as our positions requires the assignee to liaise with customer finances in the way of bank details, debit orders, payment arrangements, etc.
Criminal Check
Grade 12
Working :
08h00 to 17h00 Monday to Friday
09h00 to 13h00 Saturdays
Salary – R7250
What You Can Expect
Knowledgeable, encouraging, supporting and present leadership
Diverse and community minded organization
Career-growth and lots of learning opportunities for aspiring minds
misha@callforce.co.za
Telemarketing Agent
Reference No: 782334932 | Cape Town, South Africa | Posted on: 26 July 2022
Are you passionate about sales? We are looking for charismatic, energetic, vibrant, money hungry sales agents experienced in lifestyle and financial services products.
What You’ll be Doing
You will have a passion for sales. You will be resilient and have the ability to handle rejection. You will be target driven and and exceed your daily, weekly and monthly targets. Your time keeping will be exceptional.
During a Typical Day, You’ll
Sell RCS products to prospective customers as well as existing customers, ensuring that targets and metrics are consistently achieved.
Requirements:
Recent 1 year Outbound Tele sales Experience
Credit Check: for integrity purposes as our positions requires the assignee to liaise with customer finances in the way of bank details, debit orders, payment arrangements, etc.
Criminal Check
Grade 12 - not a requirement
Working :
08h00 to 17h00 Monday to Friday
09h00 to 13h00 Saturdays
Salary – R7250
What You Can Expect
Knowledgeable, encouraging, supporting and present leadership
Diverse and community minded organization
Career-growth and lots of learning opportunities for aspiring minds
We have an exciting career opportunity for Commercial Insurance Consultants in Cape Town looking for a new opportunity within a well-established insurance sales company.
This role is focused on candidates with long-term insurance experience with the objective of providing an end-to-end service and support to brokers.
Key Responsibilities
Providing telephonic support to the intermediary on record, authorised representatives from the brokerage, and Broker Services
Dealing with general Agri Asset insurance and policy specific enquiries, and amendments
Adhering to underwriting and regional criteria requirements
Managing the expectation on expected turnaround times for already submitted requests
Minimum Requirements
Grade 12 (Matric) witho Minimum 50% for Mathso Average score of 50% in all other subjects
Relevant insurance qualification would be advantageous at NQF 5 / RE5
2 years’ experience in short term insurance commercial lines and/or Agri Asset would be advantageous
Experience in commercial and / or Agri Asset policy administration and underwriting
Knowledge & Skills
Excellent verbal and written communication skills
Excellent interpersonal skills, collaborating with internal colleagues and external stakeholders/clients
Ensure adherence to quality, compliance and accreditation standards
Conduct efficient administration
Optimising work processes
Personal Attributes
Customer Service
Team Support
Communicates effectively
Situational Adaptability
Action Oriented
Working Hours
08h00 – 17h00 Monday to Friday
The Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our call centre. The QA will monitor inbound and outbound call and emails responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall Callforce customer’s experience.
Experience and skills required:
2-3 years experience in a similar role
Excellent verbal, written and interpersonal communication skills
Outstanding customer service skills and dedication to providing exceptional customer care
Must be self-motivator and self-starter
Focus on quality and customer service
Exceptional listening and analytical skills
Solid time management skills
Must be able to effectively deal with people at all levels inside and outside of the Company
Creative ability & writing proficiency
Ability to multitask and successfully operate in a fast paced, team environment
Must adapt well to change and successfully set and adjust priorities as needed
Responsibilities:
Participates in design of call monitoring formats and quality standards.
Performs call monitoring and provides trend data to site management team.
Uses quality monitoring data management system to compile and track performance at team and individual level.
Monitors customer care email responses.
Participates in customer and client listening programs to identify customer needs and expectations.
Provides actionable data to various internal support groups as needed.
Coordinates and facilitates call calibration sessions for call center staff.
Provides feedback to call center team leaders and managers.
Prepares and analyzes internal and external quality reports for management staff review.
Perform other duties as assigned.
The suitable and successful candidate will be responsible for the overall development and performance of an assigned incubation team through the facilitation of the course map and as well as leading and developing the team of incubation agents. Also responsible for the coaching of ‘bottom performers’ as assigned.
Responsibilities:
Coaching
Daily coaching feedback monitored and sent to Team Leaders and Operations to ensure traction
Internal calibration sessions held every two weeks (where we unpack the calls sent to internal staff & score the agent based on analysis & align all process and quality related concerns)
Client Feedback & Alignment
Escalations (Client Journeys) done daily (call analysis of query)
Reporting
Weekly reporting of CEO escalations that are analysed
Calibration Weekly reports prepared and sent to the Client (every Friday)
Biweekly quality reporting to the international quality team
Monthly repeat call analysis report
Monthly top ten agents incurring the highest repeats (deep analytical report)
Quality Assurance
Daily Quality Assessments completed (the number of Assessments is dependent on various and /or other more urgent requirements that may be expected of me)
Weekly Detailed Quality Report (sent every Tuesday to Operations & Team)
Weekly call listening sent by the client to analyse
Calibration sessions (voice of our clients) held every Tuesday, Wednesday & Friday
Skills & Competencies:
Must be a people’s person
Must be passionate about other people’s development and growth potential
Must be comfortable facilitating reports, analysis & elaborate presentations during training
Present and communicate information
Coping with pressures and setbacks
Delivering results and meeting client expectations
Excellent administrations skills
Attention to detail
Good verbal communication skills
Excellent adherence and QA scores
Great basic R6500 + Allowances + plus R4 000 commission
We are ramping up with a USA client, so join our team of dynamic Outbound Agents calling and converting hot leads for leading listed music streaming provider! No cold-calling involved!
What you can expect:
Fulfilling your full potential with the support of our experienced international sales team providing you with all the coaching and training you need!.
Experience:
Minimum 1-year outbound sales experience
English language proficiency to engage with USA customers
Computer proficiency to close your sales
Key Competencies and Skills:
Excellent communication skills
Persuasiveness
Negotiation skills
Working hours:
Mon - Sat, rotational days
Rotational shifts from 15h00pm – 04h00am
Transport provided
What You’ll be Doing
Our Commercial Contact Centre client have career opportunities available for Insurance Consultants base in Auckland Park. The insurance consultant role is focused on providing an end-to-end service and support to brokers
Key Responsibilities
Providing telephonic/ email support to the intermediary on record, authorised representatives from the brokerage, and broker services.
Dealing with general insurance and policy specific enquiries.
Dealing with issuance of new policies/ policy maintenance/ renewal / agri aspects of policies.
Assisting to resolve all insurance queries within required timeframe and compliance requirements.
Undertaking client follow-ups when policies are cancelled to ascertain the reasons and attempt to retain the policy onto books.
Undertaking to adjust premiums in line with new asset values.
Managing client expectation on expected turnaround times for submitted requests.
Adhering to underwriting criteria and regional requirements.
Assist with profiling the client with the best suitable product and underwriting criteria.
Advising brokers to ensure that we meet with clients’ needs in terms of the correct cover and product.
Assisting in implementing solutions for improvement; and
Standing in for consultants should they be absent or on leave during busy periods or absence of key resources, assisting where required.
Minimum Requirements
Matric/ Grade 12
60 commercial lines FAIS credits
A relevant insurance related qualification (e.g. NQF lev 5) would be advantageous
Proven work experience in commercial, agriculture policy administration and underwriting within the short-term insurance industry
Minimum of 3 years’ experience in short term insurance commercial lines and/or Agri assets
Working Hours
08h00 – 17h00 Monday to Friday
Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.
We have an exciting career opportunity for Commercial Insurance Consultants in Auckland Park, Johannesburg looking for a new opportunity within a well-established insurance sales company.
This role is focused on candidates with long-term insurance experience with the objective of providing an end-to-end service and support to brokers.
Key Responsibilities
Providing telephonic support to the intermediary on record, authorised representatives from the brokerage, and Broker Services
Dealing with general Agri Asset insurance and policy specific enquiries, and amendments
Adhering to underwriting and regional criteria requirements
Managing the expectation on expected turnaround times for already submitted requests
Minimum Requirements
Grade 12 (Matric) witho Minimum 50% for Mathso Average score of 50% in all other subjects
Relevant insurance qualification would be advantageous at NQF 5
3 years’ experience in short term insurance commercial lines and/or Agri Asset would be advantageous
Experience in commercial and / or Agri Asset policy administration and underwriting
Knowledge & Skills
Excellent verbal and written communication skills
Excellent interpersonal skills, collaborating with internal colleagues and external stakeholders/clients
Ensure adherence to quality, compliance and accreditation standards
Conduct efficient administration
Optimising work processes
Personal Attributes
Customer Service
Team Support
Communicates effectively
Situational Adaptability
Action Oriented
Working Hours
08h00 – 17h00 Monday to Friday
Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.
Send your CV to Lebohang.m@callforce.co.za
TTEC is seeking an experienced Talent Acquisition Specialist to join our Enterprise Services team to start asap. Our Talent Acquisition team brings significant value and contribution to our company by differentiating our brand within the community and strengthening the company through the addition of talented and passionate people.
What you’ll be doing:
You’ll be managing the full-cycle recruitment for management, professional and executive hires within a specific business segment. This role is responsible for the sourcing, interviewing and selection of candidates for various levels of positions promoting a work environment that openly embraces individuals with diverse backgrounds and experiences. You will actively search for the brightest candidates utilizing best practice recruiting methodologies while representing and promoting TTEC and our core values.
What you’ll bring to us:
Develop effective sourcing strategies and techniques using an appropriate combination of direct sourcing, social recruiting, referrals, and other relevant passive recruitment methods
Partner with hiring managers to understand the skills and background required for each opportunity, providing expert advice and coaching throughout the recruitment process
Lead candidates through the recruiting process and ensure a fair, timely, transparent applicant experience that reflects our mission, purpose, vision and values of extraordinary customer (candidate) experience.
Actively utilize all recruitment channels to form a knowledge base of where to find the best candidates for each particular role in order to consistently generate a healthy pipeline of high quality candidates
Guide HR Partners and Hiring Managers on candidate sourcing, recruitment channels and market conditions, teaming closely with both to understand team dynamic and culture
Utilize best practice methods, communications and processes which reflect our principals and standards of a world-class talent acquisition organization
Develop a thorough understanding of TTEC, our value proposition, our segment and our values in order to qualify candidates and articulate our business
What skills you’ll need:
2-3 years’ experience of full life cycle recruiting, preferably with a combination of agency and corporate experience including 1 years' experience working on complex, high level searches targeting Director level and above
Excellent independent sourcing skills with experience and curiosity about the latest recruiting technologies and platforms, above and beyond job boards and LinkedIn
Nationwide recruiting required, global experience preferred
A sense of urgency and a relentless drive to find and connect with the best talent
Previous experience managing the recruiting and documenting process and applicants utilizing an Applicant Tracking System (ATS) Taleo experience a plus
Demonstrated experience meeting and exceeding recruiting metrics/targets
Ability to multi-task and work in a fast-pace, high-change environment
Recruitment Consultants
Reference No: 3124845140 | Cape Town, South Africa | Posted on: 23 June 2022
Recruitment Consultants
Callforce is an Award Winning BPO service provider delivering innovative and customized contact Centre solutions from SA to the Global Market.
Join us as a Recruitment Consultant and contribute to creating opportunities to people in the Western Cape Community.
What You’ll be Doing
Managing the end to end process. from designing new campaign ads. Screening and sourcing quality candidates. Apply critical mindset to ensure key skills candidates meeting campaign requirements. This role entails working closely with the Operations Departments so you must have strong relationship building skills. Strong sense of urgency and working in a pressurized environment is needed for this role.
During a Typical Day, You’ll
Write adverts and post on various platforms
Implement initiatives & referral initiatives to attract outbound sales candidates
Ensure fulfilment of the end-to-end recruitment function including sourcing, telephonic screening, competency-based interviews, assessments, compliance & all other related functions
All administrative related duties
Ensure high quality standards are adhered to
Requirements
At least 2 years end to end recruitment experience
Proven track record in meeting high candidate delivery
Willing to be flexible for some Nightshift campaigns
contactable references
Working Hours
Monday to Friday 8am to 5pm
Flexible due to Operational requirements
Salary – R 8000 plus lucrative placement incentive
There is an exciting career opportunity available within a well-established insurance sales company, for a Sales Consultant, who will be based in Auckland Park, Johannesburg.
What You’ll be Doing
The successful candidate will offer world class product and services to clients, whilst achieving sales targets in an outbound call centre environment.
During a Typical Day, You’ll.
Consistently meet sales targets.
Adhere to Quality Assurance processes (Compliance with all relevant internal and external rules e.g. TCF, CPA and internal Sales processes).
Offer outstanding customer experience.
Adhere to workforce scheduling.
Requirements
Completed Grade 12
RE Certificate
Minimum 30 Personal Lines Short-term Insurance credits (advantageous)
Minimum 2 years’ experience within a sales outbound call centre
Fluent in English and one other official language
Compliance with FAIS Fit and Proper criteria i.e. minimum experience and competency requirements
Be available to work shifts as well as overtime
Solid sales track record.
Solid out-bound call centre experience and skills
Leads warm-up and cold-calling will be mandatory
Knowledge of short-term insurance processes, procedures and business rules advantageous.
Clean track record in terms of adherence to quality standards and compliance
Consistent target achievement.
Working Hours
08h00 – 17h00 Monday to Friday
Saturday work included if targets are not achieved
Salary – R10 000 per month including performance-based commission on target achievement of 100%
International Outbound Sales Consultants
USA based client is looking for dynamic outbound agents to call trial and/or recently lapsed trial customers to get them to become paid subscribers to satellite and online entertainment services on the night shift.
This is a no cold calling center with more of a hot lead based on Customers using the free subscription for 3 month, with a future work from home.
Successful candidates will receive full product and systems training.
Education and Experience:
Matric not essential
English language proficiency
Minimum 1 year outbound sales experience within an International center is required
Typing speed of minimum 35 wpm
Key Competencies and Skills:
Excellent communication skills
persuasiveness
negotiation skills
Salary: Per productive hour, shift and travel allowance provided and incentives.
Working hours: Mon - Sat rotational days
Rotational shifts from 15h00pm – 04h00am
We have an exciting opportunity for Customer Service Representatives to join a dynamic team of tech experts focused on redefining superior customer service in the telecommunications sector.
This role is focused on providing professional inbound technical support for resolving technical customer queries with the goal of first call resolution and end-to-end service delivery.
SalaryGreat base salary and incentives with potential earnings of up to R 9000 per month
Key Responsibilities
Identify and respond to the customers’ needs with helpful solutions, delivering a high-quality service
Apply empathy and patience when dealing with irate customers
Apply excellent listening skills and probing techniques to establish relevant information to resolve the query
Ensure customer call backs to provide an update on the progress of the query
Ensure first call resolution on customer queries
Strive for excellence with every interaction
Minimum Requirements
Passion for customer service & must enjoy problem solving & exceeding customer expectations
Experience dealing with customer complaints
At least 1 year experience in customer services, preferably in a call center
At least 6 months technical support experience
Matric
Computer literacy
Working Hours
06h00 – 22h00 Monday to Sunday on rotational shifts
Address: 122 St Georges Mall Newspaper House, 2nd Floor, Cape Town
What you can expect
Value-driven company with a culture that focuses on “People Come First”
Theoretical & practical world-class training to ensure you can apply what you have learned
Extensive support during incubation to ensure high levels of success in our dynamic operation
Long-term growth opportunities
Leading a team within the Outbound and telemarketing Call Centre to meet business requirements
To guide and support team members
Setting, measuring and meeting performance targets for speed, efficiency, sales and quality for the team
Driving operational and technological efficiencies within the team
Managing the daily running of the team
Monitor team members performance against target on a day-to-day basis, and implement changes where appropriate
Ensure the individual team member’s service standards are adhered to, e.g. meeting and exceeding Targets, team productivity, data conversions, Talk time interactions captured, etc.
Handling difficult customer complaints or enquiries
Drive quality control and ensure corrective action are taken where required
Analyze performance statistics of teams, e.g. number of calls per team, number of successful contacts, wrap up codes and ensure that appropriate action is taken.
Forecasting capacity against plan on a weekly/monthly basis
Ensure adherence to the operational policies and procedures
Participating in the recruitment and selection of staff
Monitor performance on regular basis and provide constructive feedback
Pro-actively encourage high performance at all times
Ensure all staff issues are dealt with appropriately and within a timely fashion
Ensure all daily, weekly and monthly workloads are completed
Motivating, developing and retaining staff
Identifying staff training needs and planning of training sessions
Adhering to all HR policies and procedures
Monitor performance on regular basis and provide constructive feedback
Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.
Sales Team Leader
Reference No: 107283811 | Sandton, South Africa | Posted on: 06 June 2022
Sales Team Leader
CallForce is an award-winning BPO service provider delivering innovative and customised contact centre solutions from South Africa to the global market. Join us as an Outbound Sales Consultant and be part of a thriving team with many career development opportunities.
Responsibilities
To guide and support team members
Setting, measuring and meeting performance targets for speed, efficiency, sales and quality for the team
Driving operational and technological efficiencies within the team
Handling difficult customer complaints or enquiries
Drive quality control and ensure corrective action are taken where required
Analyze performance statistics of teams, e.g. number of calls per team, number of successful contacts, wrap up codes and ensure that appropriate action is taken.
Forecasting capacity against plan on a weekly/monthly basis
Ensure adherence to the operational policies and procedures
Participating in the recruitment and selection of staff
Monitor performance on regular basis and provide constructive feedback
Pro-actively encourage high performance at all times
Ensure all staff issues are dealt with appropriately and within a timely fashion
Ensure all daily, weekly and monthly workloads are completed
Motivating, developing and retaining staff
Identifying staff training needs and planning of training sessions
Adhering to all HR policies and procedures
Monitor performance on regular basis and provide constructive feedback
Requirements
Min 2+ years sales team leader experience
Strong sales ability & ability to handle client objections
Proven track record of meeting sales targets
Excellent communication skills in English & 1 other language
Background in telecommunications will be an advantage
Clear criminal records
You will earn Basic of R10 000 to R15000 per month, plus lucrative commission and incentives. Must be willing to work additional hours and 2 Saturdays to meet targets.
Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.
Join our team of customer service associates within an award-winning employment experience & company culture, as we strive to create customer experience bliss!
What You’ll be Doing
Do you have a passion for helping others & ensuring peace of mind? In this role, you’ll work to resolve the customer’s issues swiftly & handling customer enquiries over email, social media platforms & making outbound client follow ups.
During a Typical Day, You’ll
Answer incoming communications from customers over email or social media platforms
Phoning customers back with relevant feedback
Conduct research to provide answers for customers to resolve their issues
Requirements
Matric
Fluent English (Higher Grade English pass in Matric)
2-3 years or more of customer service experience in a Contact Centre
Automotive experience of having worked in a complaints department, will be an advantage
Working Hours
09h00 – 23h00 Monday to Sunday on rotational shifts
Salary – R9 000
What You Can Expect
Knowledgeable, encouraging, supporting and present leadership
Diverse and community minded organization
Career-growth and lots of learning opportunities for aspiring minds
A Bit More About Your Role
We’ll train you to be a subject matter expert in your field, so you can be confident in providing the highest level of service possible whether through voice, chat or email interactions. We trust you already have the necessary ingredient that can’t be taught – a caring and supportive nature that will shine through as you help customers.
You'll report to Team Lead. You’ll contribute to the success of the customer experience as well as the overall success of the team.
Customer Service agent
Reference No: 2227551317 | Cape Town, South Africa | Posted on: 31 May 2022
Description
Customer Service consultant within the petroleum industry responsible for inbound customer care and client resolution. You will be required to build and maintain customer relationships through the facilitation of order fulfilment and query resolution via non face-to-face communication channels.
The successful applicant will be responsible for but not limited to the following job functions:
Servicing all key stakeholders telephonically and via other servicing channels as required until the query has been resolved
Servicing our members in a customer centric way to ensure that we live by our service principles
Investigating, facilitating and resolving non-conformance customer issues and providing an advisory service to customers with regards to delays in supply chain.
Maintaining the customer relationship database and logging call details as per procedure in order to address query.
Achieving and exceeding key performance metrics relating to service delivery
Working hours : The contact center operates on a 24/7 basis and shifts are rotational
This is predominately an office based position in the CBD, Cape Town however we may offer a hybrid working solution.
Competencies and Skills required
Delivering results and meeting customer expectations
Presenting and communicating information
Excellent verbal and written communication skills
Analyzing, Writing, and reporting
Deciding and initiating action
Working with people
Following instructions and procedures
Time management
Education and experience required
*Preferred: Minimum of 6 months working experience in a contact center environment in Customer Service or Sales
Matric (Compulsory)
Basic MS Office Skills / Computer literate
The Business Writing Skill (Advantageous)
Clear Credit & Criminal Record.
Must be South African Citizen
Available immediately / 2 weeks notice
Fiber at home compulsory to accommodate potentially working from home when required
Salary : R 9500 per month
Join our team of customer service associates within an award-winning employment experience & company culture, as we strive to create customer experience bliss!
What You’ll be Doing
Do you have a passion for helping others & ensuring peace of mind? In this role, you’ll work to resolve the customer’s issues swiftly & handling customer enquiries over email, social media platforms & making outbound client follow ups.
During a Typical Day, You’ll
Answer incoming communications from customers over email or social media platforms
Phoning customers back with relevant feedback
Conduct research to provide answers for customers to resolve their issues
Requirements
Matric
Fluent English (Higher Grade English pass in Matric)
2-3 years or more of customer service experience in a Contact Centre
Automotive experience of having worked in a complaints department, will be an advantage
Working Hours
09h00 – 23h00 Monday to Sunday on rotational shifts
What You Can Expect
Knowledgeable, encouraging, supporting and present leadership
Diverse and community minded organization
Career-growth and lots of learning opportunities for aspiring minds
A Bit More About Your Role
We’ll train you to be a subject matter expert in your field, so you can be confident in providing the highest level of service possible whether through voice, chat or email interactions. We trust you already have the necessary ingredient that can’t be taught – a caring and supportive nature that will shine through as you help customers.
You'll report to Team Lead. You’ll contribute to the success of the customer experience as well as the overall success of the team.
Join our team of customer service associates within an award-winning employment experience & company culture, as we strive to create customer experience bliss!
What You’ll be Doing
Do you have a passion for helping others & ensuring peace of mind? In this role, you’ll work to resolve the customer’s issues swiftly & handling customer enquiries over email, social media platforms & making outbound client follow ups.
During a Typical Day, You’ll
Answer incoming communications from customers over email or social media platforms
Phoning customers back with relevant feedback
Conduct research to provide answers for customers to resolve their issues
Requirements
Matric
Fluent English (Higher Grade English pass in Matric)
2-3 years or more of customer service experience in a Contact Centre
Automotive experience of having worked in a complaints department, will be an advantage
Working Hours
09h00 – 23h00 Monday to Sunday on rotational shifts
What You Can Expect
Knowledgeable, encouraging, supporting and present leadership
Diverse and community minded organization
Career-growth and lots of learning opportunities for aspiring minds
A Bit More About Your Role
We’ll train you to be a subject matter expert in your field, so you can be confident in providing the highest level of service possible whether through voice, chat or email interactions. We trust you already have the necessary ingredient that can’t be taught – a caring and supportive nature that will shine through as you help customers.
You'll report to Team Lead. You’ll contribute to the success of the customer experience as well as the overall success of the team.
This is your chance to join CallForce, a fast-growing entrepreneurial BPO business that is flexible and agile. Carve out your place on our successful journey and secure your exceptional career growth protectory for the coming years by bringing your excellent BPO sales and management experience to complement our team.
Our Cape Town operation has this exciting opportunity for you to head up multiple USA outbound sales campaigns in our rapidly growing BPO operation to deliver exceptional results, in exchange for a highly lucrative remuneration package.
Work with our collaborative and dynamic BPO management team to deliver and grow our brand and operation by providing differentiation in a highly competitive sector.
Our objective is to create thousands of new jobs in SA servicing the USA Market. We are really looking for the right person to join us on this journey. We aim to achieve our goal to while having fun, securing growth for our team and stretching ourselves to step up to the next level!
What you will be responsible for delivering:
· Manage a team across multiple outbound sales campaigns of between 200 to 500 agents to significantly supersede targets and outperform competitors
· Develop and implement strategic and tactical operational plans to deliver exceptional results on a campaign-by-campaign basis.
· Use excellent interpersonal and communication skills to build and manage client relationships, manage client expectations and deliverables through consistent engagement with the key stakeholders, globally and locally.
· Work with analytics team to determine operational trends and provide solutions to increase sales, service, and quality levels to achieve and exceed targets.
· Implement and manage dynamic performance enhancement programs to ensure optimal delivery of results as well as agent retention and career development.
· Manage operating budgets to ensure cost efficiencies while balancing the need for investment to optimize operational performance.
· Ensure robust forecasting of resource requirements and collaborate with recruitment, training, QA, IT, WFM etc., to meet exacting standards and growth.
· Continually review internal systems, procedures and processes to ensure resource and operational efficiency, and make appropriate recommendations for changes.
· Oversee quality control and other compliance applicable to the global client and local legislation.
The experience and skill you will bring:
· 5 + years of experience managing outbound sales contact centres with global USA clients
· Track record of superseding performance metrics
· Innovative and dynamic approach to optimising performance
· Experience in managing USA operations through the night and comfort with working USA daytime hours
· Relevant tertiary education a further benefit
What’s in it for you:
· Salary: We are looking for the best skills available in the market and are therefore open to consider paying remuneration that is aligned with your experience.
· Growth: Deliver the results and become a key player within our BPO business.
· Dynamic Team: Work with a passionate and committed team, collaborating to achieve exceptional growth.
· Enjoy the journey: We aim to have fun while we are tackling the challenges every day, optimizing performance and continually building a stronger and better business.
If this sounds like a position that you would like to seriously consider, then send your CV to Leo our head of internal recruitment today.
Alternatively, if you are not looking to move right now, then please share with other highly successful people like yourself in our sector who might be looking for this exciting opportunity.
Submission email: leo@callforce.co.za
Lead Human Capital and Talent Acquisition related functions for an iconic international brand setting up operations in the South African BPO Sector. Bring innovation and solutions regardingpeople management to positively impact business results. Act as the main point of the contact for the employees and managers operating at specified accounts and sites, proactively supporting the delivery of HR processes to operations.
Job Description• Understand all key business initiatives and goals for each supported business unit• Actively identify gaps, and manage risk• Proactively implement human capital solutions to challenges affecting the success of the business• Develop a "Trusted Advisor" relationship with key leaders at multiple levels within each supported business unit. Effectively partner with and leverage corporate support teams • Drive performance improvement plan, implement positive changes in the people management • Design and maintain organization vitality charts as the performance of the business unit improves • Challenge the organizational structure of the internal client and propose changes • Act as the ultimate point of contact for all escalated Human Capital issues.• Participate as a member of task forces in corporate-wide human capital and other people initiatives requiring a human capital perspective• Achieve 100% of assigned hiring goals by executing a recruiting plan using a core team of TA specialists.• Manage a strategic and tactical sourcing plan to support specific hiring goals• Manage, develop and maintain the communication flow and strategic partnership between the Talent Acquisition team, corporate support teams and internal and external stakeholders• Improve the key success metrics associated with hiring goals• Ensure compliance with recruitment best practice • Act as a Legal Representative on behalf of company in all human capital/ labourmatters• Assist in forecasting resource requirements and ensure that recruitment campaigns are carried out in a timely manner to ensure that sufficient resources are in place to achieve agreed contact centre service, sales and quality targets• Continually review internal systems, procedures and processes to ensure resource and operational efficiency, and make appropriate recommendations for any required changes• Work with IT and infrastructure to ensure optimal operational efficiencies• Ensure all infrastructure meets agreed SLA standards.Requirements• Recent experience in a similar role ideally within a BPO Contact Center or similar services company.• Bachelor’s Degree • 5+ years’ experience as an HR business partner or HR Manager providing operations support • Knowledge and experience in SA Labour Law• Experience in bulk recruitment• Ability to influence others by example, coaching, and mentoring • Strong organizational development, project management and change management skills • Strong e-mail and oral communication skills • High level of integrity and judgment Skills• Ability to influence others by example, coaching, and mentoring • Strong organizational development, project management and change management skills • Strong e-mail and oral communication skills • High level of integrity and judgment • Outstanding communication and interpersonal skills• Excellent organizational and leadership skills with a problem-solving ability• Self-confidence and leadership qualities• The ability to establish rapport with people at all levels• Excellent knowledge of management methods and techniques• Advanced troubleshooting and disaster recovery experience• Effective communication skills, including ability to communicate clearly, concisely, and professionally, both verbal and in writing• High Proficiency in English• Able to travel Nationally
Salary: Industry related, commensurate with experience
Submission email: leo@callforce.co.za
Work with an iconic international brand to lead, mentor and coach a team of Call Centre Agents to createand deliver amazing customer experiences. Support and motivate your team to ensure they’re on track to meet client goals. Handle customer escalations, contribute to creating a positive work environment.
• Leading and managing a team of Call Centre Agents to achieve client SLA requirements• Continuously promote a performance-driven culture and always work towards reaching for amazing results• Be accountable for the performance of each agent reaching their daily targets and ensuring that professional relationships exist with customers• Ensuring that reporting and informational needs are met, and that management is kept well informed of daily activities and significant problems• Motivating team to achieve daily targets• Improve the key success metrics associated with goals including:
o Customer Satisfaction Scoreo Service Level Goalso Quality Goals
• Guiding, coaching, training and equipping agents with all competencies to reach meet performance and customer service objectives• Coordinate training on new or revised information relating to services, products or processes of projects• Ensuring all customer questions and complaints are resolved in a timely manner• Brainstorming with the team around issues or challenges that may hinder optimum performance and give recommendations to improve sales• Handle employee related issues. Monitoring attendance, punctuality and leave • Report on statistics, data, ratios, attrition and terminations• Suggest areas of improvement for systems, policies and processes used and propose solutions• Manage quality assurance• Assist with recruitment, HR admin, personal development and other areas that contribute to maintaining processes and the growth of the campaign
Requirements • Matric• 1-2 years contact Centre Team Leader experience
Competencies
• Strong ability to motivate and guide a team
• Strong ability to empathise with customer• Strong problem-solving skills• Consistently mentor and inspire others• Customer focused mindset• Understanding, interpreting, and manipulating data for reporting• Ability to resolve escalated customer issues
Please send CV to leo@callforce.co.za
The suitable candidate must have solid recruitment experience through placing a variety of profiles. This is an ultimate generalist role requiring the recruitment and selection of entry level, junior, mid-level to senior positions. The successful incumbent must be exposed to challenging environment, managing mass recruitment, multiple vacancies at a time, track and report accordingly on all filled roles
· Deal with internal and external stakeholders to ensure effective delivery campaign order base.
· Proactively source top level candidates in diversity of positions from specialized scarce skills to bulk recruitment drives.
· Manage the full candidate recruitment cycle and onboarding.
· Continuously improve candidate experience and engagement, be a brand ambassador.
· Min 2-4 years recruitment experience.
· Contact Centre /BPO Recruitment experience a strong advantage.
· Knowledge and experience in best practice recruitment processes and diverse candidate selection
Soft skills you need:
· Understanding of recruitment processes and candidate selection methods
· Outstanding organizational and time management skills
· Excellent communications and interpersonal skills
· Ability to multitask and prioritize daily workload
· Creative thinker and proactive problem solver
· Ability to work autonomously and within larger team
· Professional level of English
The suitable candidate must have solid recruitment experience through placing a variety of profiles. This is an ultimate generalist role requiring the recruitment and selection of entry level, junior, mid-level to senior positions. The successful incumbent must be exposed to challenging environment, managing mass recruitment, multiple vacancies at a time, track and report accordingly on all filled roles
· Deal with internal and external stakeholders to ensure effective delivery campaign order base.
· Proactively source top level candidates in diversity of positions from specialized scarce skills to bulk recruitment drives.
· Manage the full candidate recruitment cycle and onboarding.
· Continuously improve candidate experience and engagement, be a brand ambassador.
· Min 2-4 years recruitment experience.
· Contact Centre /BPO Recruitment experience a strong advantage.
· Knowledge and experience in best practice recruitment processes and diverse candidate selection
Soft skills you need:
· Understanding of recruitment processes and candidate selection methods
· Outstanding organizational and time management skills
· Excellent communications and interpersonal skills
· Ability to multitask and prioritize daily workload
· Creative thinker and proactive problem solver
· Ability to work autonomously and within larger team
· Professional level of English
AVBOB Sales Team Leader
Reference No: 1754187620 | Johannesburg, South Africa | Posted on: 06 May 2022
Sales Team Leader Cape Town
Lead and manage a team of Call Centre Sales Agents to achieve exceptional results.
Min 2 years contact Centre Team Leader experience
BPO experience a strong preference
Able to support day shift employees
Strong contact Centre operations know how
Effective people management skills
Able to manage to strict SLA requirements
Salary based on industry norms
Some of the job responsibilities include but are not limited to: providing personalized sales, services, technical support and building relationships with clients.
Managing the ongoing support to customers to confirm that they continue to make effective use of products.
Monitoring product performance and associated support needs to be able to identify opportunities to upgrade or modify products so that they meet customers’ needs more effectively.
Social Media Consultant
Reference No: 1099133981 | Cape Town, South Africa | Posted on: 26 April 2022
Title: Social Media Support Customer Service Representative
Role description and duties:
Deliver an exceptional customer experience by assisting customers in resolving queries via all Social Media Platforms. Achieve service levels in compliance with company directives.
Duties and responsibilities:
Responsible for resolution of customer queries with high professionalism
First response on Social media platforms such as Facebook, Twitter, Instagram etc.
Understanding and ownership of customer queries and complete management the process to resolve issues escalated.
Assist and resolve incidents according to processes and procedures.
Ensure excellent customer service and effective and efficient problem-solving.
Preserve and build relationship with customers and other stakeholders on behalf of the business.
Effectively follow up on emails etc. including other key commitments made to clients.
Reduce escalated incidents in line with SOPs and policy.
Provide exceptional support in writing
Submit reports including progress reports and analysis of information and statistics.
Data capture customer info, escalated incidents and the processing of the ticket data
Requirements:
Matric/NQF Level 4 Equivalent
Excellent comprehensive skills
Excellent writing and reading skills
Excellent typing skills
Be social savvy
Previous experience is advantageous
Leadership and communication skills
Good presentation skills both verbally and written
Stable internet connection at home
6 months Customer service experience
6 months Social Media Experience
Salary and rates including allowances, incentives: R35 per Hour for the first 3 months' probation - once deemed competent you will earn a basic salary of R7 000.00 per month
Days & times of work:
The operation is based in the Cape Town CBD and runs on a rotational schedule 06:00 and 22:00 - Monday to Sunday (2 weekends on and 2 weekends off based on operational requirements) – 365 days a year, including public holidays
On call Agent
Reference No: 1895731747 | Cape Town, South Africa | Posted on: 08 April 2022
To provide a robust and efficient administration service to the healthcare teams, to ensure that all
workers have the right to work in the UK, are registered with a DBS check, and have certificates or
relevant proof of qualifications required to perform available roles. You will work within the
parameters of the Search processes in order to ensure that your team’s targets and objectives are
achieved.
A fantastic opportunity has arisen for Administrator to join a team of professionals based in the UK. You will be responsible for providing support to the recruitment team in administering compliance policies and procedures accurately and efficiently. The company has been established since 2008 and has gone from strength to strength providing solutions for public and private clients across the UK.Duties and responsibilities:* Answering incoming calls and emails* Booking confirmations with clients* Handing immigration documents* Holding face to face interviews as and when required* Carrying out DBS checks and verifying ID checks within a timely manner* Managing and maintaining an internal database and external portals* Ensuring documents are up to date and uploaded onto the system* Working from reports ensuring renewals are completed on time without lapsing* Providing support on internal and external audits* General administrative dutiesYou will need:* Excellent communication skills both written and verbally* Extensive knowledge of Microsoft Office programs including excel* Strong communication and time management skills* The ability to prioritise workloads and work towards strict deadlines* A keen eye for attention to detail* Experience of working in a fast paced administrative environment
MI Specialist
Reference No: 271039389 | Johannesburg, South Africa | Posted on: 08 April 2022
MI Specialist
Provide Data Analytics support in dynamic BPO operation.
4 - 6 years data analytics experience in the BPO /Contact Centre sector
Direct experience in implementing enterprise data management processes, procedures, and decision support.
Understanding of relational data structures, theories, principles, and practices.
Metadata management and associated processes.
Knowledge of enterprise repository tools, data modelling tools, data mapping tools, and data profiling tools.
Demonstrated expertise with repository creation, and data and information system life cycle methodologies.
Proven track record in producing high quality analytics and problem solving.
Salary negotiable aligned to industry norms and experience.
Contact leo@callforce.co.za
Regional Head of BPO Operations
Provide strategic leadership to multifaceted BPO operation.
5 -7 years senior contact Centre management experience in BPO sector
Strategic and tactical focus
Strong analytical skills
In-depth client interface
Salary negotiable aligned to industry norms and experience.
Contact leo@callforce.co.za
Sales Team Leader
Reference No: 1398715299 | Cape Town, South Africa | Posted on: 07 April 2022
Sales Team Leader Cape Town
Lead and manage a team of Call Centre Sales Agents to achieve exceptional results.
Min 2 years contact Centre Team Leader experience
BPO experience a strong preference
Able to support day and/or night shifts on site in Cape Town CBD
Strong contact Centre operations know how
Effective people management skills
Able to manage to strict SLA requirements
Salary based on industry norms
Contact leo@callforce.co.za
Snr Call Centre Sales Manager
Provide leadership over multiple campaigns in a rapidly growing BPO operation, whilst achieving service levels in compliance with company directives. The successful candidate should be able to deliver exceptional results, providing differentiation in a highly competitive sector.
Duties and responsibilities:
Lead, develop, motivate, operational teams
Manage the Contact Centre workforce. motivate and manage supervisory team
Ensure optimal service delivery through scheduling and continuous process
improvement.
Coordinate training on new or revised information relating to services, products or
processes of projects
Develop rewards and recognition incentives/programs.
Assist in forecasting resource requirements and ensure that recruitment campaigns
are carried out in a timely manner to ensure that sufficient resources are in place to
achieve agreed contact centre service, sales and quality targets
Continually review internal systems, procedures and processes to ensure resource
and operational efficiency, and make appropriate recommendations for any required
changes
Ensure all customer questions and complaints are resolved in a timely manner
Brainstorm with the team around issues or challenges that may hinder optimum
performance and give recommendations to improve performance
Handle employee related issues. Monitoring attendance, punctuality, and leave
Analyze data to determine operational trends and provide solutions to increase sales,
service and quality levels in order to achieve and exceed targets and KPAs
Set up and manage performance measures.
Deliver daily, weekly, and monthly reports.
Manage operating budgets.
Effective client interface, able to effectively deliver on stringent SLAs
Education and Experience:
Matric
English language proficiency
Min 3-5 years contact Centre operations management experience
Experience in BPO a strong advantage
Proven track record in meeting and exceeding deliverables
Key Competencies and Skills:
Excellent communication skills
Persuasiveness
People management skills
Leadership skills
Tenacity
Negotiation skills
Stress tolerance
Effective time management
Responsible for the overall development and performance of an assigned incubation team through the facilitation of the course map and as well as leading and developing the team of incubation agents. Also responsible for the coaching of ‘bottom performers’ as assigned or directed.
Responsibilities and expectations (not limited to):
Responsible for coaching, developing, and improving the abilities of incubation agent to effectively meet performance standards that lead to their successful graduation from the incubation program
Coach all incubation agents making sure they achieve a benchmark of 80% on all activities
Perform monitoring sessions and other development activities such as role playing, while meeting the required daily and weekly quotas
Manage and reinforce the schedules of incubation agents to ensure strong attendance throughout
Monitor maximum performance and ensure all agents performing below the 80% benchmark are communicated to management
Provide feedback through daily, weekly, and otherwise assigned reports to Management
Conduct daily, weekly, and otherwise assigned performance reviews of the incubationagents, as well as creating individual development plans where needed
Influence personnel decisions for assigned incubation agents
Identifying process improvement opportunities with the strategy and curriculum used throughout the incubation course map
Ensures performance, graduation, and attendance goals of incubation are consistently met
Desired Experience and Qualifications
Previous coaching/training experience at a contact center is advantageous
Clear disciplinary Record
Matric
Excellent communication skills
Computer literate
Clear criminal record.
Must be South African Citizen
Competencies
Must be a people’s person
Must be passionate about other people’s development and growth potential
Must be comfortable facilitating reports, analysis & elaborate presentations during training
Present and communicate information
Coping with pressures and setbacks
Delivering results and meeting client expectations
Excellent administrations skills
Attention to detail
Good verbal communication skills
Excellent adherence and QA scores
Insurance Consultant
Reference No: 2154279433 | Cape Town, South Africa | Posted on: 30 March 2022
INSURANCE CONSULTANT (JG10)
WHAT DOES THE INSURANCE CONSULTANT DO?
Santam Operations, Commercial Contact Centre have career opportunities available for Insurance Consultants base in Cape Town, Bellville. The insurance consultant role is focused on providing an end-to-end service and support to brokers.
WHAT WILL MAKE YOU SUCCESSFUL IN THE ROLE?
This role is focused on, but not limited to; servicing broker requests, including enquiries.
Providing telephonic/ email support to the intermediary on record, authorised representatives from the brokerage, and broker services;
Dealing with general insurance and policy specific enquiries;
Dealing with issuance of new policies/ policy maintenance/ renewal / agri aspects of policies;
Assisting to resolve all insurance queries within required timeframe and compliance requirements;
Undertaking client follow-ups when policies are cancelled to ascertain the reasons and attempt to retain the policy onto books;
Undertaking to adjust premiums in line with new asset values;
Managing client expectation on expected turnaround times for submitted requests;
Adhering to underwriting criteria and regional requirements;
Assist with profiling the client with the best suitable product and underwriting criteria;
Advising brokers to ensure that we meet with clients’ needs in terms of the correct cover and product;
Assisting in implementing solutions for improvement; and
Standing in for Consultants should they be absent or on leave during busy periods or absence of key resources, assisting where required.
QUALIFICATIONS AND EXPERIENCE
Matric/ Grade 12
60 commercial lines FAIS credits
A relevant insurance related qualification (e.g. NQF lev 5) would be advantageous
Proven work experience in commercial, agriculture policy administration and underwriting within the short-term insurance industry
Minimum of 3 years’ experience in short term insurance commercial lines and/or Agri assets
US based client is looking for dynamic outbound agents on a night shift in Sunninghill.
Successful candidates will receive full product and systems training.
Responsibilities and expectations (not limited to):
Read from a scripted pitch
Transfer warm leads to USA agents
Meet and exceed hourly/daily/weekly transfer target.
Meet exceed Quality Assurance standards.
Desired Requirements, Experience and Qualifications
Matric
Awareness of medical terms and disciplines
Outbound experience required
Excellent verbal communication skills
Neutral accent
Computer literate
Own transport (advantageous not essential)
Competencies
Objection handling
Good command of the English language
Ability to hold a conversation and think on your feet
Salary:
Paid per productive hours
Shift allowance (Shift between 4pm and 4am only)
Travel allowance
Performance incentives.
Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.
Deliver an exceptional customer experience by assisting customers in resolving inbound technical service enquiries in a call center environment. Achieve service levels in compliance with company directives.
Duties and responsibilities:
Responsible for resolution of customer queries with high professionalism from the moment of escalation in line with given timelines as per SLA
Understanding and ownership of customer queries and complete management the process to resolve issues escalated.
Assist and resolve incidents according processes and procedures.
Resolve FTTH issues through effective troubleshooting and configuration.
Ensure excellent customer service and effective and efficient problem-solving.
Preserve and build relationship with customers and other stakeholders on behalf of the business.
Effectively follow up on calls including other key commitments made to clients.
Reduce escalated incidents in line with SOPs and policy.
Provide exceptional support to the rest of the team inclusive of 2nd line up Field Engineers.
Submit reports including progress reports and analysis of information and statistics.
Data capture customer info, escalated incidents and the processing of the ticket data
Education and Experience:
Matric
English language proficiency
Minimum 1 year inbound technical support experience within a center required
Typing speed of minimum 35 wpm
Key Competencies and Skills:
Excellent communication skills
Tech support
persuasiveness
tenacious
negotiation skills
stress tolerance
effective time management
Salary and rates including allowances, incentives:
R35 per Hour for the first 3 months probation - once deemed competent you will earn a basic salary of R6 000 with an additional R1 000 if you meet your kpi's each month. Shift allowance and travelling allowance.
Days & times of work:
The operation is based in the Cape Town CBD and runs on a rotational schedule 06:00 and 22:00 - Monday to Sunday (2 weekends on and 2 weekends off based on operational requirements) – 365 days a year, including public holidays.
We are currently seeking Digital Advertising Sales Consultants. Successful candidates will receive full product and systems training.
Your responsibilities will include:
Telephonically engaging with prospective clients to purchase digital advertising packages
Communicate the benefits of the packages or solutions to drive sales
Continuously engage or follows up with prospective clients as it would be a 1–3-month sales cycle
Establish, development & maintaining strong client relationships to ensure future sales
Daily planning of sales targets & strategy
Providing a daily report on insights / findings / challenges
Achieve agreed upon sales targets and outcomes
Coordinate sales effort with team members and other departments
Attends daily check-ins with the operational teams and providing updates, insights, challenges & continuously improve through feedback
Must be able to do presentations as required, tailored to the audience needs
General administrative tasks including keeping CRM / other tools updated
The ideal candidate for this role will have:
Matric
Degree / Diploma in marketing would be beneficial
Marketing experience would be beneficial, particularly digital advertising
Outbound sales experience
Outstanding communication and interpersonal skills
Ability to drive outcomes
Excellent organizational and leadership skills with a problem-solving ability
Self-confidence and leadership qualities
The ability to establish rapport with people at all levels
Excellent knowledge of management methods and techniques
Advanced troubleshooting and disaster recovery experience
Effective communication skills, including ability to communicate clearly, concisely, and professionally, both verbal and in writing
Relationship management skills and openness to feedback
We have an exciting career opportunity for Commercial Insurance Consultants in Cape Town looking for a new opportunity within a well-established insurance sales company.
This role is focused on candidates with long-term insurance experience with the objective of providing an end-to-end service and support to brokers.
Key Responsibilities
Providing telephonic support to the intermediary on record, authorised representatives from the brokerage, and Broker Services
Dealing with general Agri Asset insurance and policy specific enquiries, and amendments
Adhering to underwriting and regional criteria requirements
Managing the expectation on expected turnaround times for already submitted requests
Minimum Requirements
Grade 12 (Matric) witho Minimum 50% for Mathso Average score of 50% in all other subjects
Relevant insurance qualification would be advantageous at NQF 5
2 years’ experience in short term insurance commercial lines and/or Agri Asset would be advantageous
Experience in commercial and / or Agri Asset policy administration and underwriting
Knowledge & Skills
Excellent verbal and written communication skills
Excellent interpersonal skills, collaborating with internal colleagues and external stakeholders/clients
Ensure adherence to quality, compliance and accreditation standards
Conduct efficient administration
Optimising work processes
Personal Attributes
Customer Service
Team Support
Communicates effectively
Situational Adaptability
Action Oriented
Working Hours
08h00 – 17h00 Monday to Friday
Outbound Telesales Agent
Reference No: 4260313700 | Johannesburg, South Africa | Posted on: 01 March 2022
Telesales Sales Consultant CallForce is an award-winning BPO service provider delivering innovative and customised contact centre solutions from South Africa to the global market.
Join us as an Outbound Sales Consultant and be part of a winning team. You will be working on SA’s largest Telecommunications company.
This is no ordinary Sales position. This is YOUR opportunity to be part of a winning team and enjoy the success that comes with it! We offer ·
Guaranteed Basic salary, PLUS commission, PLUS high end electronic and other great incentives. · Earn up to R20,000 a month.
Apply now if you · Have at least 1 years’ tele-sales experience. · Have strong sales ability and objection handling. · Are proficient in English and 1 other language. · Have the tenacity and passion for sales. · Proven ability to meet sales targets.
Send your CV to our watsapp line (……………..), or via the link in this advert.
Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful.
Insurance Consultant
Reference No: 4236229225 | Johannesburg, South Africa | Posted on: 24 February 2022
We are looking for individuals to work within the commercial contact centre as there are career opportunities available for Insurance Consultants. The insurance consultant role is focused on providing an end-to-end service and support to brokers.
This role is focused on, but not limited to; servicing broker requests, including enquiries.
Providing telephonic/ email support to the intermediary on record, authorised representatives from the brokerage, and broker services;
Dealing with general insurance and policy specific enquiries;
Dealing with issuance of new policies/ policy maintenance/ renewal / agri aspects of policies;
Assisting to resolve all insurance queries within required timeframe and compliance requirements;
Undertaking client follow-ups when policies are cancelled to ascertain the reasons and attempt to retain the policy onto books;
Undertaking to adjust premiums in line with new asset values;
Managing client expectation on expected turnaround times for submitted requests;
Adhering to underwriting criteria and regional requirements;
Assist with profiling the client with the best suitable product and underwriting criteria;
Advising brokers to ensure that we meet with clients’ needs in terms of the correct cover and product;
Assisting in implementing solutions for improvement; and
Standing in for Consultants should they be absent or on leave during busy periods or absence of key resources, assisting where required.
QUALIFICATIONS AND EXPERIENCE
Matric/ Grade 12
60 commercial lines FAIS credits
A relevant insurance related qualification (e.g. NQF lev 5) would be advantageous
Proven work experience in commercial, agriculture policy administration and underwriting within the short-term insurance industry
Minimum of 3 years’ experience in short term insurance commercial lines and/or Agri assets
Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.
Team Leader
Reference No: 3398722366 | Durban, South Africa | Posted on: 21 February 2022
1. Develop and maintain the sales team
- Leading a team within the Outbound and telemarketing call centre to meet business requirements- To guide and support team members
2. Operational management
- Setting, measuring and meeting performance targets for speed, efficiency, sales and quality for the team- Driving operational and technological efficiencies within the team- Managing the daily running of the team- Monitor team members performance against target on a day to day basis, and implement changes whereappropriate- Ensure the individual team member’s service standards are adhered to, e.g. meeting and exceeding Targets,team productivity, data conversions, Talk time interactions captured, etc.- Handling difficult customer complaints or enquiries- Drive quality control and ensure corrective action are taken where required- Analyze performance statistics of teams, e.g. number of calls per team, number of successful contacts, wrap up codes and ensure that appropriate action is taken.- Forecasting capacity against plan on a weekly/monthly basis- Ensure adherence to the operational policies and procedures- Participating in the recruitment and selection of staff- Monitor performance on regular basis and provide constructive feedback- Pro-actively encourage high performance at all times- Ensure all staff issues are dealt with appropriately and within a timely fashion- Ensure all daily, weekly and monthly workloads are completed- Motivating, developing and retaining staff- Identifying staff training needs and planning of training sessions- Adhering to all HR policies and procedures- Monitor performance on regular basis and provide constructive feedback- Pro-actively encourage high performance at all times
3. People Management
- Ensure all staff issues are dealt with appropriately and within a timely fashion- Ensure all daily, weekly and monthly workloads are completed- Motivating, developing and retaining staff- Identifying staff training needs and planning of training sessions- Adhering to all HR policies and procedures
4. Health and Safety Compliance.
- Conform and adhere to Safety, Health and environmental legislative requirements.- Report any health and safety concerns/incidents in the workplace to the manager / health and safetyrepresentative.- Assist the company to establish and maintain a fully compliant healthy and safe work environment.- Attend the Safety, Health and Environmental workshops as required by management.
International Outbound Sales Consultants
USA based client is looking for dynamic outbound agents to call trial and/or recently lapsed trial customers to get them to become paid subscribers to satellite and online entertainment services on the night shift.
This is a no cold calling center with more of a hot lead based on Customers using the free subscription for 3 month, with a future work from home.
Successful candidates will receive full product and systems training.
Education and Experience:
Matric
English language proficiency
Minimum 1 year outbound sales experience within an International center is required
Typing speed of minimum 35 wpm
Key Competencies and Skills:
Excellent communication skills
persuasiveness
negotiation skills
Salary: Per productive hour, shift and travel allowance provided and incentives.
Working hours: Mon - Sun rotational days
Rotational shifts from 15h00pm – 04h00am
Customer service agent
Reference No: 1604503986 | Johannesburg, South Africa | Posted on: 08 February 2022
Inbound customer service call center agent needed for Airline company
RESPONSIBILITIES:
Receive calls from customers / passengers
Deal with problems such as delays, cancellations etc
Explain processes to customers and assisting them where necessary
Work in a team and longer than normal hours (shift work)
Deal with confidential information
Communicate with customers both verbally and in writing.
REQUIREMENTS
Grade 12
One (1) to four (4) years’ experience in a Call Centre Environment
Travel or relevant qualification will be an advantage
Valid Covid-19 vaccination card
Excellent communication in English – speak, read and write
Solid computer literacy
Excellent phone etiquette
No criminal or credit record
Able to work on weekends, public holidays and flexible hours as required
Own transport would be an advantage.
SHIFTS ROTATIONAL:
07:00 – 16:00
08:00 – 17:00
09:00 – 18:00
10:00 – 19:00
Includes weekends and public holidays.
PERSONAL ATTRIBUTES
Punctual
Excellent understanding or experience of delivering great customer service to a customer
High degree of patience and assertiveness
Conflict resolution skills
Immaculate time keeping
Trustworthy, professional and reliable, including dealing with confidential information
The ability to work well under pressure
Practice good time management and willingness to work longer than normal office hours
Remains focused in order to handle objections
Customer focused and service orientated.
Outbound Sales Consultant
We are looking for SALES CHAMPIONS to join our high performing sales team in a well-established insurance operation. If you are money-hungry, tenacious and love the world of sales, then this is for you!
During a Typical Day, You’ll
Cold call pre-existing and new customers to sell variety of products & services
Offer professional advice to clients
Set up new customer accounts and update existing records
Keep up to date and fully informed on product comparisons and new products
Be compliant in all activities in accordance with regulations and professional guidelines and ethics & business rules
Requirements
Min 1 – 2 years outbound sales experience
Strong sales ability & ability to handle client objections
Proven track record of meeting sales targets
Excellent communication skills in English & 1 other language
Background in telecommunications will be an advantage
Clear criminal record
Working Hours
Monday to Friday - 8am - 5pm + 2 Compulsory saturdays
Salary – R 5 500 Basic + Commission
Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.
High earning potential! Earn R20K+ including commission in Leading Telco – Durban
We are looking for money-driven SALES GURUS to join our high performing sales team in a telecommunications Leader. If you are passionate, tenacious and love making money, then this is for you!
During a Typical Day, you’ll:
Call pre-qualified clients existing and new customers to sell variety of Telco and Data products & services
Offer professional advice to clients for upgrades
Set up new customer accounts and update database
Keep up to date and fully informed on product comparisons and new products
What you get:
Excellent earning potential
Brilliant training and support
Fun at work every day – cash prizes, vouchers, branded luxury goods
Instant cash prizes and other incentives
Requirements:
6 -12 months telesales experience
Grade 11 or 12
No criminal record
Working Hours
Monday to Friday & alternate Saturdays
Location
Durban Central
WhatsApp our team on 062 787 7886
Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.
Salary: Basic R5500 + Commission
Responsibilities and expectations (not limited to):
Offer professional advice to clients on long term insurance
Daily/weekly reporting on sales activities
Keep up to date and fully informed on product comparisons and new products
Be compliant in all activities in accordance with regulations and professional guidelines and ethics
Desired Experience and Qualifications
Matric (Compulsory)
Long term insurance - telesales 1-year minimum experience
Reputable sales track record (Pay slips may be required up to 3 months back)
FAIS Regulatory Examination for representatives is recommended (RE5)/ Or within Dofa
Clear credit & criminal records
Excellent communication skills
Must be South African Citizen
Available immediately
Competencies required
Competencies
Cold calling
Cross - selling
End to end sales
Extensive knowledge in short term insurance
Ability to handle conflict
Problem solving skills
Insurance principles and practice
Outbound sales
Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.
We have an exciting job opportunity for Dutch, German and French speaking Customer Service Representatives to join a prestigious International Hotel brand at their offices in Cape Town, South Africa. This position requires an action-orientated, flexible problem-solver who will assist in resolving any customer facing problems. They offer market related salary, career advancement, in house training. Join this multi-cultural work environment with colleagues from all over the world today!Your key job responsibilities as the Dutch, German and French speaking Customer Service Representative in Cape Town, South Africa:• Strong problem-solving, interpersonal and time management skills• Strong customer service ability• Effective written and verbal communication• Assist passengers by confirm & re-schedule client bookings• Daily interactions with clients with queries and compliments• Required to meet specific key performance indicators and meet expected client service levels before going live.• Native/Advanced level in Dutch, German or French language: Verbal & Written skills essential• Computer literacy skills• Fully paid product and systems training provided• Daily interactions with international passengers with queries and compliments• Required to meet specific key performance indicators and meet expected client service levelsRequirements for this Dutch speaking Customer Service Representative job in Cape Town, South Africa:• Native/Advanced level in Dutch, German or French language: Verbal & Written skills essential• Permanent residence permit or South African ID holders only• Flexibility to work shifts. Weekends may apply• Excellent customer service skills essential. Experience in call centre or travel & tourism industry preferred but not necessary.• Excellent Computer literacy & technical skills• Own transportIf you meet the above requirements for this Dutch, German or French speaking Customer Service Representative Job in Cape Town, South Africa, we would like to hear from you! Please send your CV through to: kim@callforce.co.za
International Outbound Sales Consultants
A leading USA based client is currently seeking high energy and self-motivated Sales Consultants to call trial and/or recently lapsed trial customers to get them to become paid subscribers to satellite and online entertainment services. This is a fun but fast paced environment and requires go-getters with a passion for sales.
Education and Experience:
English language proficiency
Minimum 1 year sales experience within an International center
Typing speed of minimum 35 wpm
Key Competencies and Skills:
Excellent communication skills
persuasiveness
tenacious
negotiation skills
stress tolerance
effective time management
Salary: R 35 per hour during training and R 40 per hour after training plus shift and travel allowances
Working hours: Mon - Friday and every second Saturday or Sunday
Rotational shifts from 16h00 – 01h00/20h00 – 05h00
Pioneer, aggressive expansion pioneer account
Fun product to sell
Entertainment
Significant
advance
no cold calling more of a hot lead based on Customer using the free subscription for 3 months
easy to attain commission
Future work from home
Education and Experience:
English language proficiency
Minimum 1 year sales experience within an International center
The suitable and successful candidate will be responsible for leading and managing a team of Outbound Sales Consultants/Agents as per SLA. Product comprehension of sales and customer care coupled with proactive client interface ability would be critical functions for the role
Team leadership and management
Guide agents by demonstrating exceptional customer satisfaction
Guide, coach and Determine training needs for staff.
Communicate job expectations to Agents
Harness agent’s potential to perform optimally
Tailor recommendations to improve Consultants on reaching their targets.
Monitor attendance, punctuality and leave of personnel
Keep to date and abreast of industry trends industry trends
Manage requests/escalations between different business units to solidify resolution outcomes
Report on a regular basis on statistics, data, ratios, attrition, and terminations
Examine and indicate areas of improvement for systems, policies and processes used and propose solutions
Frequent monitoring of metrics, data and reporting on operational status
Manage quality assurance
Oversee the overtime process and monitor different shifts that are in place
Requirements
A minimum of 2-3 years outbound management experience
Willingness to work nightshift to accommodate American time zones
Competencies
Strong ability to manage a sales team
Strong ability to empathize with a customer
Strong problem-solving skills
Ability to resolve escalated customer issues
Drive Sales
Outbound Sales Consultant
Our international client is looking for strong sales individuals to join our dynamic team in Sunninghill.
What You’ll be Doing
Lead generation from an existing client base.
During a Typical Day, You’ll
· Read from a scripted pitch
· Transfer warm leads to the USA team
· Work towards exceeding transfer targets
· Ensure high quality standards are adhered to
Requirements
· At least 6 months sales experience
· Computer literate
· Own transport (advantageous not essential)
· Excellent verbal communication skills in English
· Neutral accent
Working Hours
· Rotational shifts between 15h00pm to 03h00am
Salary – Basic, travel & shift allowances
Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.
Selling of Cellular insurance to Business clients.
Assisting clients with with upgrades.
Retentions.
Selling new contracts, insurance and up-selling.
Desired Experience and Qualifications
Matric (Compulsory)
Outbound commercial insurance (B2B) telesales 1 Year minimum experience required
Upgrades/retention's/contracts in telecommunications 1 year minimum experience required
Reputable sales track record (Pay slips may be required up to 3 months back)
Knowledge of cellphones is an advantage (Phones, Contracts, etc.)
Clear Credit & Criminal Record.
Excellent communication skills
Available immediately
Competencies required
Cold calling
Business to business calling
Business development
Lead generation
Cross - selling
Ability to handle conflict
Problem solving skills
Outbound sales
Helping customers implement innovative cloud computing solutions by using the latest, secured cloud computing technologies for Data Security, Data backup and storage, Improved Collaborations, Excellent Accessibility, Low maintenance cost, Mobility, Services in Pay-Per-Use and Unlimited Storage Capacity.
Outbound Sales Consultant
Our international client is looking for strong sales individuals to join our dynamic team in Sunninghill.
What You’ll be Doing
Lead generation from an existing client base.
During a Typical Day, You’ll
· Read from a scripted pitch
· Transfer warm leads to the USA team
· Work towards exceeding transfer targets
· Ensure high quality standards are adhered to
Requirements
· At least 6 months sales experience
· Computer literate
· Own transport (advantageous not essential)
· Excellent verbal communication skills in English
· Neutral accent
Working Hours
· Rotational shifts between 16h00pm to 04h00am
Salary Per productive hour, shift and travel allowance provided and incentives.
Should you not hear from us within 14 days of applying, kindly consider your application unsuccessful for this role.