About the position
CALL CENTRE SALES AND SUPPORT AGENT to be based in Parow Industria, Cape Town
Our client, a proudly South African sleep and rest specialist, offer a curated range of mattresses, sleep systems, and accessories designed to improve the quality of rest. By combining innovative sleep technology, expert guidance, and thoughtfully selected products, they help their customers find the right sleep solution the first time.
They are looking for a driven and customer-focused CALL CENTRE SALES AND SUPPORT AGENT to manage customer interactions across the call centre and online channels.
This role is focused on converting inquiries into sales and qualified leads while delivering a seamless and positive customer experience.
Success in this role is defined by consistently achieving sales targets, maximising conversion rates, and contributing to revenue growth through efficient, accurate, and customer-focused engagement.
THE MINIMUM NON-NEGOTIABLE REQUIREMENTS FOR THE ROLE ARE:
- Matric / Grade 12 or equivalent qualification, WITH a minimum of 1 year proven experience in a customer service or sales role, preferably within a call centre or online sales environment.
- Excellent verbal and written English communication skills, WITH the ability to persuade, influence, present products, handle objections, and resolve customer queries or complaints effectively
- Computer literate in MS Office (Word, Excel, Outlook), AND experienced in using CRM systems, including the ability to navigate multiple systems simultaneously
- General geographic knowledge of South Africa, WITH the ability to support customers with location-based queries where required
- Own reliable transport or the ability to commute to work without hassle, AND the willingness to work weekends and public holidays as required
WILL ALSO COUNT IN YOUR FAVOUR IF YOU HAVE:
- Written and spoken proficiency in Afrikaans or a 2nd language
DUTIES WILL INCLUDE:
- Handling inbound and outbound customer calls and chats professionally and courteously
- Identifying customer needs, addressing queries, enquiries, and providing accurate information about products and services.
- Proactively promoting products and services to potential customers during calls to generate leads and drive sales.
- Utilizing sales techniques to maximize conversion rates and achieve sales targets.
- Managing online sales platforms, including processing orders, tracking shipments, and resolving any issues that may arise.
- Collaborating with store teams to push customer calls and queries into the stores as leads for further follow-up and conversion.
- Following up on leads and inquiries promptly to ensure a positive customer experience and increase sales opportunities.
- Maintaining a thorough understanding of product features, pricing, promotions, and the company to effectively communicate with customers and answer any questions they might have.
- Assisting with customer escalations and resolving complaints or issues effectively and on time.
- Managing and supporting the customer loyalty programme, including assisting with sign-ups, resolving queries, tracking member activity, and promoting programme benefits to drive retention and repeat business.
- Documenting all interactions and transactions accurately in the CRM system.
- Participating in training sessions and ongoing learning opportunities to enhance product knowledge and sales skills.
- Staying updated on industry trends, market changes, and competitor activities to adapt sales strategies accordingly.
- Going the “extra mile” to meet sales quota and facilitate future sales.
Desired Skills:
- Call Centre
- CRM
- Inbound
- Outbound
- Leads
- Sales
- Customer Service
Employer & Job Benefits:
- Pension Fund Contribution; Medical Aid Contribution; Commission; Incentives
