Customer Service / Sales Advisor

Ensures that customer issues and concerns are answered efficiently and effectively. More experienced Advisors may coach others and support the resolution of escalated complaints in accordance with business, policy and legal requirements.

Job title: Customer Service / Sales Advisor

Job Description:

Role Objective

As a call centre telesales advisor for Tesco Mobile, you'll be helping new and existing customers, listening to their needs, and matching them up with a great product or service, and a deal that's right for them. We'll offer you skills training to help you effectively cross-sell and up-sell, and become a better, more confident and persuasive communicator so you can go even further in your role. You'll have targets to achieve each day, but help achieving them, with a team around you to give advice, and resources to help check your knowledge and land that pitch just right.

Professional Know-how

• Academic: Grade 12 (Matric)
• Experience: Previous Telesales / Retentions / Sales through Customer Service; 12 - 24 Months Call Centre (Telesales / Retentions / Sales through Customer Service)

Working Relationships

• Internal: Operations/functional line
• External: Tesco Client

Primary Responsibilities

What you'll be doing:

• Taking inbound calls from new and existing customers
• Offering customers the best product or service that suits their needs
• Selling the benefits of different products/services to increase customer retention and satisfaction
• Ensuring we meet the regulatory requirements when handling sales with customers
• Be compliant and follow the regulatory scripts
• Educating customers about our products and services
• Maintaining and updating customer databases
• Staying up to date with any offers or new product development

Call type examples:

• Upgrades - handset or sim
• Additional business
• Customers thinking of leaving - attempt to retain
• Issuing PAC codes
• New customers wishing to discuss new deal
• Outbound: Call existing customers via dialer (sleeping customers out of contract) offer new deals. Sim only/iPhone

Key Result Areas/Competencies

Essential:

• High proficiency in written and verbal English communication
• Ability to exercise decisiveness when selling product to customer
• Time Management: Balancing multiple tasks efficiently is essential
• Active Listening: Attentively understanding customer inquiries, concerns, and feedback is fundamental
• Empathy: Provide solution while showing empathy and genuine concern for your customer
• Handle complex issues
• Problem Solving: Quick thinking and resourcefulness are vital
• Communication Skills: Clear and concise communication
• Adaptability: The ability to adjust to different customer personalities and situations is valuable
• Attention to Detail: Accurate data entry, note-taking, and order processing are critical
• Customer-Centric Approach: Putting the customer first is a core competency
• Moderate to Advanced computer skills and system navigation
• Objection handling
• Closing techniques
• Negotiation Skills

What we're looking for:

• Someone who can spot buying signals and act accordingly
• A clear, confident communicator, even when faced with challenges or rejection
• Someone who gets on well with others, and can adapt their style to suit different customer interactions
• Motivation to reach and exceed targets and improve sales skills; a great listener with attention to detail, who can demonstrate empathy and patience

About Us

Tesco Mobile is a leading Mobile Virtual Network Operator (MVNO) in the UK. It offers a range of flexible mobile plans, including pay-as-you-go, monthly contracts, and SIM-only deals. Known for high customer satisfaction, Tesco Mobile combines value-driven mobile services with the convenience of Tesco's retail offerings.

The campaign operates in UK time. You will be required to work the following shifts in South African times:

• Monday - Sunday (8AM-9PM)
• Your shift roster is subject to change therefore be prepared to work unfavorable shift patterns as per operational requirements
• Our Call Centre is operational 365 days per year (including Christmas and New Year)
• You will be expected to work during the festive season (including Christmas Day)

What's in it for you?

• Competitive remuneration package
• Shift Allowance
• Weekend Hero Bonus
• Excellent monthly performance bonus of up to 20% of basic salary
• Free door to door transport for evening shifts after 7pm
• A progressive career path to help you develop in your Call center career
• Comprehensive product training in a fun collaborative environment
• Excellent accredited training programs to assist you in career development on a variety of subjects/concepts
• Employee Share Scheme Trust after 24 months tenure with Capita
• Eligibility to participate in our scholarship program after 24 months tenure with Capita

What we hope you'll do next

Choose 'Apply now' to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.

What will happen next?

• Your application will be reviewed
• If your application is successful, you will be invited to an interview with a member of the recruitment team

IMPORTANT

The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.

Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business' EE targets and goals.

Attach your most recent CV indicative of the criteria as advertised.

Location: Cape Town, South Africa

Time Type: Full time

Contract Type: Permanent