Empowering Africa\u2019s tomorrow, together\u2026one story at a time.<\/p>\n
With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.<\/p>\n
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\nJob Summary
\nInterview preparation coaching
\n\u2022 To deliver effective, efficient and compliant Outbound telephone-based customer sales and servicing, working collaboratively with the Product team, Absa Workplace Banking and Branch colleagues, in order to maximise customer satisfaction and overall Outbound and all telesales performance.
\n\u2022 Duty of communicating with customers and potential customers through telephone to develop an effective sales and revenue pipeline. The main aim is to cross sell and up sell various consumer products to clients depending upon the business needs.
\n\u2022 It is also to build strong relationships with the clients to exceed the targets by developing a telesales strategy.<\/p>\n
Job Description
\nInterview preparation coaching
\nBusiness Direction 50%
\nOutputs:
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Drive and deliver Involved new to bank customers.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Deliver engaged existing customers by:
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Tele-Selling a range of consumer assets & liabilities products to customers, in accordance with set procedures, to meet individual customer needs and achieve allocated goals.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Addressing customer sales and product and transactional processing requirements, in accordance with set procedures, to ensure that customers receive an exceptional service.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Identifying complex and non-standard customer requirements, and other sales opportunities, and referring them to more experienced colleagues or the most appropriate Specialist colleague to ensure achievement of Outbound and overall Contact Centre goals.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Managing, and where appropriate escalating, customer queries, complaints and feedback effectively, to achieve the best possible outcome for the customer in line with Regulation, Absa\u2019 policy and best practice.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Working with team leader and other colleagues to enable the delivery of consistently high standards of \u2018seamless\u2019 customer service across all relevant customer propositions.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Proactively developing the necessary knowledge and skills needed to achieve successful delivery and provide accurate and current advice and appropriate support to customers and colleagues.
\n\u00a0
\nBusiness Management 40%
\n\u00a0
\nOutputs: KPI\u2019s
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Provide periodic MI on Tele sales as required by the Team leader.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Productivity.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Customer feedback.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Volume and impact of personal sales referrals.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Contribution to team over and above personal goals.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Feedback from team and Product teams colleagues.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Mitigation of operational risks, and compliance with all relevant policy.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Core of Absa behaviours.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Achievement of personal objectives agreed with line manager.
\n\u00a0
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Maintaining a current understanding of customer needs, emerging trends, sales and servicing best practice etc., sharing it with colleagues and applying it to day-to-day operations.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Maximising effective customer interactions, understanding customer\u2019s goals, promoting the full range of Absa\u2019 products and continuously developing long-term loyalty to the brand.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Experience a consistently high standard of well-integrated customer service across all outbound propositions.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Feel important, appreciated and that their needs are understood.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Will readily agree to appropriate, additional Absa\u2019 products and services when offered.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Will recommend others to Absa based on their experience.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Actively seeking feedback on own performance from others and taking action to develop and improve their own capabilities accordingly.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Actively contributing to the development of a \u201cteam culture\u201d across outbound sales teams.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Being responsive to colleague queries and requests for support.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Collaborate with him\/her routinely and naturally and treat them as a valued member of the team.
\nRelationship Management 10%
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Demonstrate confidence in the role holder as a colleague.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Provide clear direction of the Absa Africa business objectives by translating business performance objectives and measures into clear, concise communication
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 In the way you lead on a daily basis, be a role model for your colleagues, doing things wholeheartedly, communicating with passion and enthusiasm, embracing change as a way of working.
\nTechnical skills \/ Competencies
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Must have excellent telephone manners, both inbound and outbound with a proven ability to influence, negotiate and overcome objection.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Must be a motivated individual who is used to working in a highly targeted environment be able to prioritise workloads and have the ability to seek solutions when faced with challenging situations.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Must have knowledge of Retail products and services
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Excellent verbal communication skills
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Communication skills both written and oral
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Strong analytic and numerical skills for calculation of statistics needed in performance tracking
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 PC skills
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Good interpersonal and networking skills
\nReport writing skills
\nKnowledge, Expertise and Experience
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Relevant sales\/service experience in a call center environment or customer facing role.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 A comprehensive knowledge of Absa Africa products and systems that support them, and a good understanding of Absa Group products.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 A detailed understanding of product offerings in the wider financial services industry.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 A detailed knowledge of Absa Africa strategy and policies
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 Detailed knowledge of consumer buying behavior, marketing techniques and evolving trends
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 An understanding of customer segmentation theory and practice.
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 A detailed understanding of industry, advisory, regulatory and professional bodies
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 A good understanding of legislation related to financial services and channel delivery
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 A good knowledge of constructing reports, executive summaries and briefs
\n\u00b7\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0 At least 1 year work experience in a similar role
\nMinimum of a diploma or equivalent in any Business-related field.
\n\u00a0
\nEducation
\n\u00a0
\nFurther Education and Training Certificate (FETC): Business, Commerce and Management Studies (Required)<\/p>\n
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