Full-Time Contact Centre Agent
Job Description
Job Purpose
To qualify incoming leads from the company’s website, events and other sources, and assign qualified leads to the correct internal sales person or to a selected channel partner. Time is a critical factor, so strict adherence to SLAs is vital. Generate outbound calls to potential customers in line with specific project objectives – typically to generate additional leads for the business.
Accountabilities
• Converse and engage with customers online through Live Chat functionality (i.e. typed responses)
• Call all leads submitting an online written request within 24 hours
• Manage the entire qualification and assignment / closure process from there on, providing relevant information to channel partners or Sony Account Managers
• Keep accurate and detailed records and adhere to agreed processes and SLA’s. Lead volume varies based on a number of factors, so spikes in workload are to be expected.
Responsibilities:
• Live Chat operation
• Responding to incoming inquiries within 24 hours
• Communicating with customers / prospects in a clear and professional manner in accordance with Sony’s values
• Quickly and accurately identifying the customer’s needs and handling accordingly
• Keeping accurate and comprehensive notes and records on each lead at all times
• Dealing with varying workloads – coping under pressure during spikes, and acting proactively at quieter times
Qualifications & Experience
• Minimum of 1 year proven experience in a customer facing environment preferable
• Experience with Salesforce desirable
• Language qualifications: Dependent on language responsibility, but must be fluid in verbal & written communication in whichever language(s) the agent will be covering, as well as English.
How to Apply
Please apply directly through our company website: https://sonycareers.taleo.net/careersection/jobdetail.ftl?job=00011489&lang=en#.Vg5W9V8L2Dw.mailto1242 total views, 0 today