Motivated Contact Centre Agents

Job Description Outbound sales consultant – Financial Services
City Cape Town CBD
Published Date 2015
Job Title Customer Service Consultant / Sales

Main Goals / Objectives

Achieve sales and call targets in line with company objectives
Provide excellent, friendly,consistent and most importantly efficient customer service to ensure service quality in dealing with customers at all times
Maintain product knowledge at all times to ensure consistent customer satisfaction
Reporting Line: Reports to – Team Leader / Operations Manager

Knowledge / Experience Requirements

Technical Competencies
Achieved National Senior Certificate/Matric Level – Tertiary education is a must
Advanced Computer literacy skills in Microsoft Office Tools in particular Excel
Excellent understanding of Company products and services
Experience and knowledge of the Call Centre Industry would be advantageous
Excellent understanding of basic business principles

Personal Competencies
Excellent Communication skills – particularly an ability to write in both English and Afrikaans
Ability to communicate in one or more of the 11 official South African languages is an advantage
Verbal communication skills in a third South African language would be advantageous
Well organized and able to work under pressure
An ability to coach and mentor fellow employees in improvement
Zero error philosophy (aim to get things right first time , every time)
Excellent problem solving and decision making ability

Tasks / Functions

Quality Assurance
Performing quality checks on own work, identifying and reporting of problem areas and trends
Adheres to service quality standards at all times
Proactively manages productivity and efficiency

Performance Results

Provides a direct service to customers and intermediaries
Delivers on daily production targets and standards
Completes and updates all administrative requirements in accordance with all customer and quality requirements
Completing scorecards on a daily basis across all relevant campaigns in the business
Adhering 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 way, yet appropriately conversational manner
Controls each call by leading the caller through the script in a manner that the agent gains information needed in an efficient, professional, and business like manner
Uses on screen prompts to ask for the information required in an appropriate and timely 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 as well as for the client and Company

Management Results

Sets milestones to ensure things transpire as planned
Utilizes resources to achieve results
Improves work / systems to drive results and growth
Regularly reviews own performance against targets

Leadership Results

Understands, accepts and can explain Company vision and values
Seeks opportunities for Growth and Development
Leads by setting a personal example of excellence
Demands discipline of self & others to raise standards
Demonstrates awareness of own impact on others
Seeks opportunities for continuous improvements

Ready to work with one of SA’s Leading Outsourced Contact Centres?
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I joined SA Commercial as a contact centre sales agent. Today I am the Campaign Team Leader. Thank you SA Commercial for believing in me and developing my skills set.

Kyle Crowie
Campaign Team Leader


I enjoy working here because I trust the people I’m working for. I have pride in what I do, and I enjoy working with the people within my environment. The skills that I have learnt are: Understanding my own role, identifying my strengths and weaknesses in a team, listening and concentrating for extended periods and working independently.

Kwakhanya “KK” Masamanzi
Office Administrator


Working at SA Commercial is an honour, it’s a place of growth, signing down your own goals and promoting your needs. I’ve learnt a lot, such as dealing with negative and positive people as well as safe guarding my attitude.

Thandeka Mbarane

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