Contact Call Centre Agent

General Purpose:
The Call Centre Consultant makes outgoing calls to prospective or existing customers on behalf of Maverick Telecommunications, to solicit upgrades and retain customers including delivering excellent customer service.
Main Job Tasks and Responsibilities:
• Confirm on active that the line is still due for an upgrade
• Obtain additional lines and leads on customer profiles that are due for an upgrade
• Contact businesses or private individuals by phone
• Assess customer’s usage and needs and recommend suitable packages and promos
• Respond to questions
• Obtain customer information – Email address, Physical address
• Maintain customer/potential customer data bases and add additional information on leads
• Follow up on initial contacts
• Complete records of telephonic interactions, orders queries
• If a customer wishes to go into store, email the customer the Yellow trader with the nearest Maverick Store address
• Answer calls and respond to emails
• Handle customer inquiries both telephonically and by email
• Research required information using available resources
• Enter new customer information into database
• Update existing customer information
• Process orders, forms and applications if customer chooses delivery option
• Ensure customers send the required documentation (Identity Document) before processing the upgrade
• Document all call information and complete call logs
• Produce call and feedback reports
• Prepack prepared contract and handset for delivery
• Communication equipment is in working order
• Maintains and improves quality results by adhering to standards and guidelines and recommends improved procedures where applicable
Education and Experience
• matric or equivalent
• good typing skills
• knowledge of sales principles and methods and MTN methods and business rules
• required language skills
• customer service experience
• Cellular retail experience
Key Competencies
• Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation Skills, Listening, Phone Skills, Resolving Conflict, Analysing Information , Multi-tasking
• communication skills
• adaptability
• tenacious
• negotiation skills
• stress tolerance
• high energy level
Position reports to Contact Centre Manager

Last updated on Aug 27, 2022