CALL CENTRE AGENTS (x3 positions) – Northern Fixtures

Northern Fixtures is a 100% citizen owned company, incorporated in 1986. We have positioned ourselves as the preferred company of choice for stationery & office equipment through, excellent service, superior quality range of products, seamless and competitive prices, reliable solutions and technical support.

 

We are a well-trained, highly motivated, talented, hands on, dynamic and competitive team, with a high level of integrity and strong commitment to serve.  We are looking for a suitably qualified Botswana Citizens to join our team.

 

1. CALL CENTRE AGENTS (X3) – The positions are tenable in Gaborone.

 

MAIN PURPOSE OF THE JOB

 

The incumbent will be the liaison person between our company and its current and potential customers. The successful candidate will be able to accept ownership for effectively solving customer issues, complaints, and inquiries, keeping customer satisfaction at the core of every decision and behavior.

 

KEY PERFORMANCE AREAS

 

• Managing large amounts of inbound and outbound calls in a timely manner.
• Following communication “scripts” when handling different topics.
• Identifying customers’ needs, clarifying information, researching every issue and providing solutions and/or alternatives.
• Seizing opportunities to upsell products when they arise.
• Building sustainable relationships and engaging customers by taking the extra mile.
• Keeping records of all conversations in our call center database in a comprehensible way
• Frequently attending educational seminars to improve knowledge and performance level.
• Meeting personal/team qualitative and quantitative targets.

 

COMPETENCIES AND SKILLS

 

• Proficiency in English and excellent knowledge of MS Office
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Emotional Strength/Stability
• Ability to multi-task, handle pressure, set priorities and manage time effectively.
• Understanding of company products, services, and policies.
• Ability to ask prying questions and diffuse tense situations.
• Motivation to generate income.
• Attention to details.
• Creative problem solving.

 

QUALIFICATIONS AND EXPERIENCE

 

• High school diploma in sales or equivalent
• Proficient in relevant computer applications

• Use of software, Hands-on experience with CRM software
• At least 2 years proven experience in a Call Center environment or relevant.