Sales and Customer Services Agent Job at AA in Johannesburg

Job Title: Sales and Customer Services Agent

Background Information

The Sales and Customer Services Agent will be required to provide prompt and efficient service to AA members and customers over the telephone while maintaining an accurate account of the customers’ details and queries. The Sales and Customer Services Agent will effectively ensure that service satisfaction levels are maintained and enhanced through delivery of services pertaining to the sales and customer service centre related services. 

Efficient and expedient service in conjunction with the ability to record customer queries, requests and sales (in and outbound) will be some of the main functions that would be performed by the successful incumbent.  In addition, the agent will be responsible for cross and up-selling of the AA’s range of products and services, as well as advising customers and members in respect of a variety of queries to ensure that the customer receives prompt and professional response or feedback.

Department

Operations: Sales and Customer Service Centre

Upward Reporting Relationship

Sales and Customer Service Centre Supervisor


Job Objectives

    Making of outbound calls promptly in accordance with best practice standards.
    Answering calls promptly in accordance with best practice standards.
    Assisting customers with queries, sales and requests.
    Manage and review personal performance against agreed targets
    Screening calls to decipher the needs of the customer.
    Cross selling/up selling AA products and/or services to members.
    Communicating to the customer the manner in which the request or enquiry will be handled, by whom and in the approximate response time
    Recording all details of the caller on the call taking systems and complete all information fields accurately and timeously.
    Escalating any delays to a higher level of urgency to ensure the request is fulfilled.
    Notifying management of any problems/comments/suggestions that may arise from the service process.
    Any other duties as required by the SCCC Supervisor from time to time.

Job Knowledge
o Good knowledge of Inbound and Outbound Sales techniques and processes through value added services.
o Good knowledge of Customer Relationship Management (CRM)
o Understanding of the travel industry advantageous
o A thorough understanding of the products and services available
o Knowledge of general call centre administrative processes
o Knowledge of general administrative processes within the travel industry advantageous
o Knowledge working with MS Office packages is required

Job Related Skills
o Excellent communication skills, especially over the telephone, will be expected.
o Sound written communication skills
o The candidate must be fluent in English. (Afrikaans would be advantageous.)
o Excellent interpersonal skills coupled with a friendly, patient and courteous disposition.
o Ability to negotiation and selling of value added products
o Enjoy working with people.
o Establish and maintain effective working relationships.
o Ability to perform well under pressure.
o Attention to detail.
o A high sense of urgency.
o Comfortable working with computers.
o Able to understand a variety of people (diversity)
o Be able to work as part of a team as well as independently
o Demonstrated ability to prioritise and work within schedules required.
o Strong time management skills

Job Experience
o At least one year working experience within a call centre or customer service environment.
o At least one year working experience within the travel industry, for example, a travel call centre

Education
o Matric/Grade 12.
o A travel-related qualification will be advantageous

Other
In line with our aim to achieve a fully representative workforce at the AA, and in accordance with our Employment
Equity Plan, preference will be given to candidates that are least represented in this job level and/or category.

How to Apply:

http://www.aa.co.za/about/careers/sales-and-customer-services-agent.html

Deadline: 04/02/2014