Leads Agent: MiWayLife Parktown, Gauteng (6 month contract)

Purpose of the Role

This role resides within an outbound call centre.  Its primary function is to undertake target driven outbound leads confirmation phone calls to clients in order to qualify and verify the client need and re-direct the lead to a Sales agent for a potential sale. 

Key responsibilities for this role are:

• Achieve the minimum production norms & targets set
• Quality outbound calls to clients with the aim of creating quality sales opportunities
• Adhere to the quality standards of the MiWayLife call centre
• Record client information and requests on the MiNtinga system
• Handle and appropriately refer customer complaints and objections

Overview of Role Responsibilities (Level 1-13)

Sales- Level 2 - Process Operator
Carry out simple sales support tasks and provide help to others.

Service-Related Upselling and Cross-selling- Level 2 - Process Operator
Provide administrative assistance to service-related upselling and cross-selling procedures.

Customer Relationship Development / Prospecting- Level 2 - Process Operator
Make calls (by telephone or in person) to allocated potential customers to establish contact and build rapport.

Sales Pipeline and Forecast- Level 3 - Process Specialist
Assist others in performing basic tasks related to sales pipelines and forecast.

Sell Customer Propositions- Level 2 - Process Operator
Identify standalone product or service that meets the customer's requirements, explain the product/service features and standard terms of sale to the customer, and invite them to make a purchase.

Required Skills

Customer-Focused Approach - Basic
Works at a basic level to orient the organization around delivering to the key needs of customers. Typically works under close supervision.

Direct Sales - Basic
Works at a basic level to maximize the volume and value of sales made directly with clients and accounts. Typically works under close supervision.

Knows the Buying Influences - Basic
Works at a basic level to accurately identify and understand the key buying influences pertaining to an opportunity. Typically works under close supervision.

Initiates Compelling Sales Conversations - Basic
Works at a basic level to propose a mutually agreed-upon agenda to start sales conversations that offer value to the client. Typically works under close supervision.

Systems and Tools - Sales - Basic
Works at a basic level to leverage customer relationship management (CRM) software, sales automation platforms, and other relevant sales technologies to manage customer relationships, develop sales proposals, track sales performance, and optimize the sales process. Typically works under close supervision.

Builds Rapport - Basic
Works at a basic level to quickly and effectively establish trust within the buying centers in the client's organization. Typically works under close supervision.

General Experience

Qualification & experience

• Matric (or equivalent qualification)
• Minimum 1 years Call Centre experience (Outbound would be an advantage)
• Previous financial services experience will be advantageous
• Previous lead warming experience in long term insurance would be advantageous

Managerial Experience

Not applicable

Education

Required Behavioural Competencies