Telesales Back Office Support

Performance Effectiveness · Achieve set targets as contracted. · Provides high quality, professional customer engagement to customers and intermediaries. · Responds to immediate administrative requirements within procedure. · Follows standardised processes and provides administrative support in line with normal business functioning. · Delivers on daily production standards. · Uses standard administrative techniques to coordinate own work. Personal Effectiveness · Accountable for service delivery through own efforts. · Individually accountable for managing own time, tasks and output quality. · Makes increased contributions by broadening individual skills. · Collaborates effectively with others to achieve personal results. · Accepts and lives the company values. Quality Assurance · Performs quality checks on own work. · Adheres to service and quality standards. General · Adheres to all company personnel and contact centre policies and procedures. · Processes all calls with a pleasant, expressive voice, using proper telephone etiquette, in a professional and business-like yet conversational manner. · Process all non-voice channels using professional business writing etiquette. · Accurately records callers information in the system tool. · Is fluent with scripts, product knowledge, questions, and answers, and uses appropriate, varied verbal pauses and transitional phrasing. · Controls each call by leading the caller through the script in a manner that the agent gains the information needed in an efficient, professional, and business-like manner. · Prioritise and manage tasks to ensure that they are completed within set time frames and that responsibilities are carried out in an efficient manner. · Special projects may be assigned and require the ability to handle these assignments in a timely and complete manner · Strive for continuous improvement on both a personal level and for the client and the Company. · To support the Company vision and culture in both words and actions and to contribute positively. Responsibilities on Demand · Due to the fluid and dynamic environment within ATM, new, additional or changed position responsibilities will occur. · Successful demonstration of change orientation is an on-going responsibility in all positions. Living the SA Commercial Values · Growth We believe in our people and their development · Innovation We innovate and improve constantly · Community We are humble and embrace with a family spirit · Adaptability We face challenges and change with optimism · Excellence We ensure our clients smile · Connected We practice open and real communication Personal Development · Updates job knowledge by participating in educational opportunities; reading professional publications. · Excellent Communication skills · Analytical skills · Interpersonal skills · Problem solving skills · Planning & organizing skills Knowledge · Qualification: Grade 12 · Experience: 12 months