Outbound - Customer Service Representative

A Customer Service Representative – Outbound is primarily responsible for undertaking marketing programs on behalf of the Client to assist in their development of strategic business plans.  Marketing campaigns include Owner Dialogue (Welcome and Anniversary calls), Hot Leads, Test Drive Direct Response and SAP Administration.

Duties and Responsibilities

• Work through a campaign list and make outbound calls to customers;
• Ability to communicate information to customers in a confident and knowledgeable manner;
• Ensuring any promise made or undertaking given to the customer is followed through;
• Recognising when it is appropriate to seek advice or escalate a question to a Team Leader or Deputy, due to the customer concern pushing the boundaries of your knowledge and authority, 
• Entering changes to contact details in the database and detailing the requirements for follow up calls when necessary;
• Promoting the Company product in a positive manner including recommending the purchase of Company products where applicable;
• Lead generation including brochure, test drive requests and quotes;
• Identifying sales opportunities for follow up by Dealers.
• Use common call centre telephone and computer technology;
• Communicate effectively and work in a customer contact centre environment;
• Attend training courses  and manage professional development;
• Follow occupational health & safety policy and procedures;
• Manage customer relationships and liaise effectively with stakeholders;
• Follow the client’s privacy and confidentiality guidelines when communicating with customers;
• General administrative duties including report preparation;
• Assist in special projects and participate in any other duties as requested;
• Adheres to the Percepta global values.

Education

• Has completed a high school certificate
• Has either completed or is currently studying a tertiary qualification or equivalent in a consumer/customer contact field or Marketing Discipline.

Experience

• Has had at least 2 to 4 years of work experience in a customer service role either face to face or over the phone
• Communicates both verbally and in written correspondence to an above average standard
• Has had at least 1 year of work experience in outbound sales/customer service in a call centre environment

Skills

• Proven successful customer service experience.
• Proven successful sales experience
• Excellent verbal and written communication skills.
• An appreciation and understanding of the role the company plays in the marketplace.
• Maintain a positive, professional and pro-active attitude towards customer enquiries.
• Provide clear, professional and accurate written responses to customers when requested, using standard letters where appropriate and email.
• Deliver quality performance.
• Ability to build rapport and promote a positive image to customers.
• Ability to relate to and deliver Percepta mission and values.
• Advanced organisational skills.
• Ability to seek advice or escalate issues when necessary.