ShopRite: Telesales Clerk X2

ShopRite: Telesales Clerk X2

Company: ShopRite Holdings

Job TitleTelesales Clerk

Location: Gauteng, Western Cape

Closing Date: 08 August 2023

Purpose Of The Job

To assist clients telephonically and electronically (Chat & E-mail) by taking their orders, dealing with customer service enquiries and resolving complaints. Performing outbound calls to promote and sell products to existing and potential clients. Increasing sales and retaining the customer base through relationship building, product offering, cold calling, and cross-selling/upselling.

Key Performance Areas

• Service level 
• Customer service 
• Inbound sales 
• Outbound sales  

JOB OBJECTIVES

• Reduce the number of drop calls to zero. 
• Maintaining a service level of 95% and meeting the inbound calls target
• Manage the chat and e-mail channels, ensuring immediate response to online clients and resolution of complaints and enquiries
• Adhere to good customer service principles as per Shoprite and adhere to all SOP as defined for your line of business
• Conform to QA guidelines as set out by operations 
• Resolve and log client queries and complaints accurately using the provided systems 
• Achieve a quality score of not less than 80% and reducing the number of dropped calls to zero 
• Ensure quality & accuracy when actioning tasks/providing information 
• Log and resolve CRM tickets accurately and within the specified time limit 
• Receive phone calls, chat & e-mail orders and accurately capture onto the system 
• Phone customers for orders and capture them onto the system 
• Perform outbound calls to existing and potential clients to promote products/campaigns 
• Close deals over the telephone 
• Call clients for back in stock products 
• Complete daily rep calls 
• Perform telesales drives and promotions

Read Also: General Workers X9

REQUIREMENTS (Qualifications)

• Grade 12 qualification
• Call center certification and higher learning certificate or diploma advantageous 

EXPERIENCE

• Minimum 6 months inbound call centre experience
• Minimum 6 months outbound call centre experience
• Experience in client retention and sales advantageous 

KNOWLEDGE AND SKILLS

• Pharmaceutical industry work experience very advantageous
• Customer service knowledge
• Call centre knowledge
• Sales 
• CRM 
• Proven record of accomplishment of successfully meeting sales targets and delivering exceptional customer service over the phone 
• Good telephone etiquette 
• Computer literate: MS Office, 
• Call centre software and CRM systems 
• Target driven 
• Ability to perform under pressure
• Negotiation skills and effective in handling objections 
• Ability to resolve issues and address complaints • Ability to work in a team 
• Ability to learn about products/systems and describe/explain them to prospects
• Multilingual (English and two other South African languages)