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Customer Sales Advisor

As a Customer Sales Advisor in our Contact Centre, you will be responsible for making outbound calls to potential customers with the aim of selling the advantages of our client's products whilst providing the best customer service throughout the customer journey. Connect BPS strives for excellence and a high standard of compliance with every customer interaction. We are a people centric organisation that believes in the development and empowerment of our staff. Comprehensive training is provided when you start, and support is ongoing throughout your career with us.

Responsibilities include:

  • Working to meet daily and weekly targets
  • Tailoring solutions to match the needs of the customer
  • Using your listening and influencing skills
  • Using the knowledge, you have acquired to sell our client’s products with enthusiasm and confidence
  • Adhere to all the relevant contact regulations, client and company requirements in all interactions with the customer

Position Requirements:

  • Minimum of 6 months sales advisor experience
  • Great customer service skills
  • Target driven
  • Show a real hunger and passion for sales
  • Be tenacious, adaptable and resilient
  • Stay motivated and energetic in a targeted environment
  • Work well with your team in order to achieve the relevant targets

Subject Matter Expert

The Subject Matter Expert is assigned to a Customer Care team to manage the quality of work, productivity and effectiveness of the team against specific key measurements. The specialist will work closely with the Quality Assurance, Training and other support services teams in order to achieve the desired objectives.

Responsibilities include:

  • Troubleshoots reporting issues; responds to inquiries; ensures accuracy of data on all reports ensuring compliance with all regulations
  • Counsels advisors regarding best practices, policies and procedures, as well as providing advice on how to handle situations encountered or requests
  • Utilize relevant communication tools i.e. phone, email to respond to advisor requests for assistance
  • Gains a complete knowledge of client reporting requirements, quality standards and performance expectations in order to ensure we meet our clients’ contractual obligations
  • Collaborates with other operations departments to investigate and resolve client issues and inquiries
  • Conducts training for internal employees and external clients
  • Communicate with all stakeholders on a regular basis in order to provide ongoing feedback on the progress against expectations
  • Provides advisors with coaching and development in order to achieve the required standards
  • Conduct regular quality calibration sessions in order to identify quality transgressions and facilitate advisor learning

Position Requirements:

  • A minimum of 1-year management experience in a Contact Centre
  • Must excel at multitasking
  • People centric with proven coaching and development abilities
  • Ability to be comfortable and maintain confidence whilst being effective in a high- pressured work environment
  • Methodical and organized with good time management skills in order to drive operations effectively
  • Good analytical skills to identify opportunity areas and implement action plans to rectify or improve results

Competencies for All Connect BPS Team Managers:

Honesty/Integrity, Customer Oriented, Accountability, Tenacious, Communication Skills (Oral & Written), Adaptability. Service-Oriented, Ethical, Competent, Achiever, Problem Solver, Numerical, Empathetic, Team Oriented, Positive, Persuasive, Professional, Solution Driven

Computer Skills:

Experience with Microsoft Office Suite and the ability to learn new systems

Financial Services Advisor

The Financial Services Advisor is responsible for maintaining an established level of efficiency, accuracy, quality and good customer service in the collection of accounts receivable. The advisor is required to meet and exceed established team targets as is agreed with our clients.

Responsibilities include:

  • Communicate with customers regarding outstanding balances via phone, inbound and outbound
  • Maintain required records and update systems with credit/collection information for use in reporting, audits, and accounting backup
  • Negotiate repayment schedules based on customer’s financial situations and in line with client requirements
  • Perform skip tracing to aid in locating customers
  • Work with your team in order to achieve the required targets
  • Adherence to the highest quality compliance standards as agreed with our clients

Position Requirements:

  • Knowledge of federal regulations and ability to apply this information in all interactions with customers
  • Excellent verbal communication skills
  • Excellent customer service skills
  • Comfortable handling difficult customer situations
  • Highly motivated and highly driven
  • Able to prioritize work, meet deadlines, and attain results
  • Ability to work within a team-oriented structure to achieve desired results
  • Work well in a fast-paced environment
  • Good negotiation skills
  • Ability to analyze data in order to negotiate effectively with customers

Work Experience

  • 2-3 years of experience in one or more of the following areas: collections of retail receivables, in-house collections, customer service in financial services