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Website SPARK Schools
Job Description:
The Internal Sales Agent will play a key role in the day to day operations of the Sales Team. As the first point of contact with customers, existing parents, academic and school operations team members, this position will play an integral role in providing memorable and delightful customer experiences across all communication channels. This individual will act as a single point of contact for all internal and external stakeholders, including the handling of all their queries or challenges with a sense of urgency. In addition, the Internal Sales Agent will be required to take ownership and be accountable until a resolution is reached.
Job Responsibilities:
- Update information on Salesforce and other relevant platforms utilised in fulfilling the required tasks.
- Handle unsolicited queries and contact potential clients.
- Champion enhanced customer satisfaction levels, loyalty, advocacy and positive word of mouth.
- Evaluate the effectiveness of our customer service and suggest continuous process improvements and Salesforce system enhancements to ensure customer satisfaction exceeds expected service levels and sales targets are reached.
- Deliver memorable positive experiences for every prospective parent and stakeholder.
- Effectively diagnose customer needs via phone, web chat, email and other available omni-channels. You will work closely with the Marketing
- Team to immediately resolve service delivery failures via social media and other channels once diagnosed.
- Be a strong brand ambassador who can deliver exceptional service to customers, parents, academic and school operations staff.
- Provide differentiated service based on the needs of the customer, parent, academic and school operations staff.
- Sell SPARK products and focus on filling up our Schools Network to 100%.
- Assist in liaising with leads to facilitate the setting up of meetings where required (School Tours, Self Service Workstation Bookings etc).
- Be customer focused and strive to convert first call resolution results.
- Provide quality customer service and engagement on every request for information and clearly communicate with customers, existing parents, academic and school operations staff.
- Work directly with the Processing Team to ensure opportunities are converted and scholars are placed in their respective grades and schools timeously.
- Actively engage all leads (Expressions of Interest) received within the required service levels to ensure the team achieves specified conversion ratios.
- Answer inbound calls from customers, existing parents, academic and school operations staff members with regards to all their queries and administrative requirements.
- Accurately and confidently handle all customer, parent, academic and school operations staff enquiries using troubleshooting skills, effective communication, active listening and problem solving skills.
- Act as a subject matter expert on all enrolment and admissions related processes and procedures.
- Pro-actively defuse problems or issues and provide feedback to the respective teams impacted or affected.
- Deliver relevant solutions that demonstrates understanding of customers, parents, academic and school operations staff needs.
Job Requirements:
- Multitask and demonstrate efficiency in time management and lead conversion.
- Collaborate and operate with a team mindset.
- Focus first and foremost on students and their families, demonstrating a positive“whatever it takes” attitude.
- Ability to speak isiZulu or another comparable language is an advantage.
- Knowledge of the internet is required. Must be able to use email.
- Must be able to read and write English at a professional level. Digital dexterity (typing) is required.
- High levels of accountability and ownership to meet sales targets.
- Gather data, compile information from multiple sources, and present findings clearly Communicate effectively with diverse audiences.
- Displays grit, high level of excellence, is mission & vision aligned and displays a high level of self-reflection (GEMS).
- Detail focused and completes tasks timeously.
- Must be self-motivated and able to work independently.
- Celebrate successes and engage in solutions-oriented thinking when presented with a challenge.
- Seek to innovate, grow professionally, and share leading practices.
- Enthusiasm and willingness to work is essential. Must enjoy the challenge of making contact with customers.
- Show humility and appreciate respectful and constructive feedback.
Qualification & Experience:
- At least 2 years demonstrable experience meeting and exceeding sales targets
- At least 2 years in a telesales and/or sales operational environment
- At least 2 years in a customer centric contact centre and/or customer facing environment
Job Details:
Company: SPARK Schools
Vacancy Type: Full Time
Job Location: Johannesburg, Gauteng, SA
Application Deadline: N/A
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