Full Time Sales Agents
Company: Talk Talk (previously AOL)Business Unit: Residential
Business Function: Sales
Area: Customer Support
Location: Waterford
Reports to: Team Leader
Job Banding and Grade
1. Purpose of the role and context
To provide a first class phone service promoting Talk Talk as the number one Internet service provider to all perspective customers and retaining valued customers by building customer loyalty through the provision of a high quality, professional customer focussed service.
2. Main Responsibilities
- Secure and retain customers through the provision of excellent customer care in our inbound call centre
- Provide solutions to all customer queries to meet both the customer and Talk Talk goals
- Seek out and maintain an up-to-date level of product and procedural knowledge
- Successfully deliver customer retention and loyalty targets and goals
- Escalate outstanding customer queries in line with company procedures
- Support and maintain a good team and working environment through assisting fellow employees and participating constructively in team meetings
- Provide feedback and suggestions on campaigns to ensure continual campaign improvement
- Undertake duties of a general nature or additional tasks as may be required from time to time by your Coach or Manager
3. Job Dimensions:
Area of Impact: Sales Function across the business.
Functional Knowledge: In depth functional knowledge of the policies and processes of the Sales Department
Business Expertise: Business Expertise within a sales capacity
Problem Solving: Answering members sales queries.
Interpersonal Skills : Excellent Interpersonal Skills essential to deal with members queries and questions.
4. Qualifications & Experience :
- Essential:
- Ability to develop and maintain customer relationships
- Basic PC Skills
- Excellent problem solving abilities
- Ability to thrive in a fast paced and goal orientated environment
- Ability to troubleshoot and analyse customer queries to ensure call resolution
- Excellent interpersonal, verbal and written communications skills
- Ability to work on own initiative and as part of a team
- Desirable:
- Candidates will ideally have previous experience in customer-orientated or sales role(s)
5. Personal Attributes:
- Proactive positive attitude
This Job Description is a non-exhaustive summary of your role and is non contractual. In addition to the above you may be required to undertake additional duties in order to properly execute your role. This Job Description is subject to variation from time to time in order to meet the changing needs and requirements within the telecommunications industry and the changing customer and business demands.
The experience requirements above are provided for guidance purposes, however we would welcome applications from candidates with more or less relevant experience