Customer Services Agent

<ol style="border:0px solid rgb(229, 231, 235);margin:0px;list-style:decimal;padding:0px 0px 0px 40px;"><li style="border:0px solid rgb(229, 231, 235);"><p><strong style="border:0px solid rgb(229, 231, 235);font-weight:bolder;">BRIEF DESCRIPTIONOF JOB FUNCTION</strong></p></li></ol><p style="border:0px solid rgb(229, 231, 235);margin:0px;">&nbsp;</p><p style="border:0px solid rgb(229, 231, 235);margin:0px;">The&nbsp;Call&nbsp;Centre&nbsp;Agent&nbsp;is&nbsp;responsible for&nbsp;incoming&nbsp;and&nbsp;outgoing&nbsp;calls.&nbsp;The&nbsp;role&nbsp;involves&nbsp;sales&nbsp;and customer service.</p><p style="border:0px solid rgb(229, 231, 235);margin:0px;">This&nbsp;role&nbsp;requires&nbsp;an&nbsp;individual&nbsp;who&nbsp;is&nbsp;self-motivatedwith&nbsp;high&nbsp;levelsof&nbsp;energy&nbsp;and&nbsp;drive.&nbsp;The&nbsp;Call</p><p style="border:0px solid rgb(229, 231, 235);margin:0px;">Centre&nbsp;Agent&nbsp;must&nbsp;have&nbsp;strong&nbsp;communication&nbsp;skills&nbsp;with&nbsp;the&nbsp;ability&nbsp;to&nbsp;maintain&nbsp;good&nbsp;rapport&nbsp;on the phone.</p><p style="border:0px solid rgb(229, 231, 235);margin:0px;">&nbsp;</p><ol style="border:0px solid rgb(229, 231, 235);margin:0px;list-style:decimal;padding:0px 0px 0px 40px;"><li style="border:0px solid rgb(229, 231, 235);"><p><strong style="border:0px solid rgb(229, 231, 235);font-weight:bolder;">DUTIES ACTUALLY PERFORMED BY&nbsp;THIS&nbsp;POSITION:</strong></p></li></ol><p style="border:0px solid rgb(229, 231, 235);margin:0px;">&nbsp;</p><ol style="border:0px solid rgb(229, 231, 235);margin:0px;list-style:decimal;padding:0px 0px 0px 40px;"><li style="border:0px solid rgb(229, 231, 235);"><p>Answer all calls&nbsp;within 2 rings</p></li><li style="border:0px solid rgb(229, 231, 235);"><p>&nbsp;Cordial and positive tone of&nbsp;voice in all&nbsp;calls</p></li><li style="border:0px solid rgb(229, 231, 235);"><p>Focus on needs of&nbsp;the customer and provide for their&nbsp;queries and requests</p></li><li style="border:0px solid rgb(229, 231, 235);"><p>Sell, up-sell and cross-sell different products and services&nbsp;to the customer</p></li><li style="border:0px solid rgb(229, 231, 235);"><p>Ensure the next&nbsp;steps and requirements are aligned&nbsp;and clarified&nbsp;with the customer before the end of&nbsp;the call</p></li><li style="border:0px solid rgb(229, 231, 235);"><p>Data entry</p></li><li style="border:0px solid rgb(229, 231, 235);"><p>Filing&nbsp;and documentation&nbsp;management</p></li><li style="border:0px solid rgb(229, 231, 235);"><p>Updating&nbsp;information and ensuring&nbsp;accuracy&nbsp;of&nbsp;data records</p></li></ol><p style="border:0px solid rgb(229, 231, 235);margin:0px;">&nbsp;</p><p style="border:0px solid rgb(229, 231, 235);margin:0px;">&nbsp;</p><ol style="border:0px solid rgb(229, 231, 235);margin:0px;list-style:decimal;padding:0px 0px 0px 40px;"><li style="border:0px solid rgb(229, 231, 235);"><p><strong style="border:0px solid rgb(229, 231, 235);font-weight:bolder;">ESSENTIAL QUALIFICATION&nbsp;REQUIRED&nbsp;(EDUCATION/&nbsp;EXPERIENCE/ SKILLS)</strong></p></li></ol><p style="border:0px solid rgb(229, 231, 235);margin:0px;">&nbsp;</p><ol style="border:0px solid rgb(229, 231, 235);margin:0px;list-style:decimal;padding:0px 0px 0px 40px;"><li style="border:0px solid rgb(229, 231, 235);"><p>Minimum of&nbsp;high school certification</p></li><li style="border:0px solid rgb(229, 231, 235);"><p>Diploma and some form&nbsp;of&nbsp;work experience is&nbsp;preferred</p></li><li style="border:0px solid rgb(229, 231, 235);"><p>Strong communication skills</p></li><li style="border:0px solid rgb(229, 231, 235);"><p>Good&nbsp;selling&nbsp;skills</p></li><li style="border:0px solid rgb(229, 231, 235);"><p>Positive energy&nbsp;and&nbsp;teamwork ethos</p></li><li style="border:0px solid rgb(229, 231, 235);"><p>Excellent written and oral communication skills.</p></li><li style="border:0px solid rgb(229, 231, 235);"><p>Strong English language</p></li><li style="border:0px solid rgb(229, 231, 235);"><p>Good&nbsp;understanding&nbsp;of&nbsp;the services</p></li><li style="border:0px solid rgb(229, 231, 235);"><p>Be highly&nbsp;computer literate, particularly in Microsoft Office Products.</p></li></ol><p style="border:0px solid rgb(229, 231, 235);margin:0px;"><strong style="border:0px solid rgb(229, 231, 235);font-weight:bolder;">&nbsp;</strong></p><p style="border:0px solid rgb(229, 231, 235);margin:0px;"><strong style="border:0px solid rgb(229, 231, 235);font-weight:bolder;">&nbsp;</strong></p><ol style="border:0px solid rgb(229, 231, 235);margin:0px;list-style:decimal;padding:0px 0px 0px 40px;"><li style="border:0px solid rgb(229, 231, 235);"><p><strong style="border:0px solid rgb(229, 231, 235);font-weight:bolder;">Targets</strong></p></li></ol><p style="border:0px solid rgb(229, 231, 235);margin:0px;">&nbsp;</p><p style="border:0px solid rgb(229, 231, 235);margin:0px;">Key&nbsp;performance indicators&nbsp;and&nbsp;targets&nbsp;to&nbsp;be agreed.</p><p style="border:0px solid rgb(229, 231, 235);margin:0px;">&nbsp;</p><p style="border:0px solid rgb(229, 231, 235);margin:0px;">&nbsp;</p><ol style="border:0px solid rgb(229, 231, 235);margin:0px;list-style:decimal;padding:0px 0px 0px 40px;"><li style="border:0px solid rgb(229, 231, 235);"><p><strong style="border:0px solid rgb(229, 231, 235);font-weight:bolder;">Commission&nbsp;or&nbsp;incentives</strong></p></li></ol><p style="border:0px solid rgb(229, 231, 235);margin:0px;">Commissions or incentives&nbsp;to be agreed. Important notes:</p><ul style="border:0px solid rgb(229, 231, 235);margin:0px;list-style:initial;padding:0px 0px 0px 40px;"><li style="border:0px solid rgb(229, 231, 235);"><p>Commission is&nbsp;only&nbsp;payable if&nbsp;all KPI&nbsp;targets are achieved.</p></li></ul><p style="border:0px solid rgb(229, 231, 235);margin:0px;">&nbsp;</p><ol style="border:0px solid rgb(229, 231, 235);margin:0px;list-style:decimal;padding:0px 0px 0px 40px;"><li style="border:0px solid rgb(229, 231, 235);"><p><strong style="border:0px solid rgb(229, 231, 235);font-weight:bolder;">Typical Working Conditions</strong></p></li></ol><p style="border:0px solid rgb(229, 231, 235);margin:0px;">&nbsp;</p><p style="border:0px solid rgb(229, 231, 235);margin:0px;">Normal Working&nbsp;Hours40 hours&nbsp;a&nbsp;week</p><p style="border:0px solid rgb(229, 231, 235);margin:0px;">Working&nbsp;Timing is rotating&nbsp;shift.</p><p style="border:0px solid rgb(229, 231, 235);margin:0px;">Work may&nbsp;require occasional weekend and/or evening work</p>