Leads Coordinator: Temporary Position
Career Oppurtunity

Head-office
Temporary
Leads / Call Centre Agent

We are looking for a Temporary (6 months limited duration / Fixed term contract) Leads Call Centre Agent for Chery who will work closely with the allocation of leads to increase and contribute to retail sales for Chery. The candidate is expected to follow and close a lead once it comes into the contact centre. The agent must also contact customers to qualify the lead and to follow the leads conversion & nurturing process. Agents will often communicate with customers via email, messages or phone calls. To be successful in this role, the candidate should ensure that all leads are effectively received and redirected to necessary Dealers. The candidate should have excellent verbal and written communication skills. Ultimately, the candidate will ensure that their area of responsibility meets and exceeds the expectations of our business objectives and contributes to the company’s success in the long run.

Duties and Responsibilities

Leads Centre Agent, your day-to-day activities may include:

  • Managing large amounts of calls in a timely and effective manner.
  • Identifying/qualifying customer needs.
  • Daily communications and keeping track of leads progress & feedback.
  • Providing the right solutions to customers when dealers are not providing solutions.
  • Keeping records of all customer conversations on the call centre database.
  • And meeting targets in terms of quality of conversations.

You may also be expected to take on responsibilities like:

  • Following communication scripts.
  • Taking opportunities to upsell to customers.
  • Conducting customer research.
  • Attending training sessions to continuously improve knowledge and performance.

Experience and Qualifications

Requirements:

  • A background in a customer service environment and/or call centre environment.
  • Matric or higher

Skills Required

  1. Good communication skills, especially listening, as that will allow you to ask better, more relevant, questions of
    customers.
  2. Empathy is important as you may be handling contacts from customers in difficult situations, so having natural empathy makes it much easier to build rapport with these customers.
  3. An ability to multitask will prove vital, as you will have to switch between multiple systems while helping customers and switch channels frequently – from the phone to email, for example.
  4. Microsoft office and CRM systems.
  5. Fluent in English

Other skills required for a Call Centre Agent include problem-solving, collaboration, patience, tech-savviness and the
ability to socialize well.

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