Lead Administrator

Telesure Investment Holdings (TIH); Johannesburg; On-site; ZAR 120,000 - 170,000; Full time

Job summary

TIH in Johannesburg seeks a driven sales-focused professional to achieve sales through effective contact management while building lasting relationships with customers.

You will handle inquiries, clarify needs, present appropriate products, and use CRM to schedule follow-ups, aiming for top service and sales targets.

Qualifications

• 1–2 years inbound/outbound and cold-calling sales experience (Essential).
• 1–2 years contact centre experience (Essential).
• Knowledge of Short term or Long Term Insurance industry (Essential).

Responsibilities

• Develop new customer relationships and maintain high quality experiences.
• Manage inbound and outbound contacts from start to finish with customers.
• Clarify customer needs and propose appropriate actions.
• Identify products or services that meet stated needs and invite purchase at standard terms.
• Prioritise workflow to meet talk time, sales and lead targets.
• Enter contact details into CRM to enable retention and business development.
• Follow policies, procedures and regulatory codes to ensure compliant work.
• Develop capabilities through training and coaching to stay updated on products and regulation.

Skills

Sales experience

CRM data entry

Communication skills

Cold calling

Education

Grade 12

Job description

Join TIH, home to some of South Africa’s leading financial service providers, and grow your career while being part of an organisation with purpose.

Job Purpose

Achieve sales through effective contact management whilst maintaining high quality standards and ensuring long term relationships with customers.

Responsibilities

Customer Relationships Development

Connect and make calls (by telephone or in person) to allocated customers to develop new relationships, develop rapport and ensure positive customer experiences at all times.

Customer Management (External)

Effectively manage inbound and outbound contacts from start to finish with customers, regardless of the data distribution channel. Help manage clients by carrying out standard activities. Deliver efficient customer service levels through effective call management. Deliver the TIH Service Way through personal effort and through others.

Customer Needs Clarification

Understand the customers’ unique profile, identifying a relevant course of action based on customer needs and undertake an appropriate course of action ensuring customer satisfaction. Ask relevant questions to evaluate the customer’s level of interest and to identify and respond to areas requiring further information or explanation.

Sell Customer Propositions

Identify the products or services that best meet the customer’s stated needs, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale.

Performance Management

Prioritise own workflow and achieve operational requirements and service delivery through effective time and attendance management. Contribute to the achievement of organisational objectives through understanding and delivering the required individual targets (e.g. achieving talk time targets, sales and lead targets etc).

Customer Relationship Management (CRM) Data

Schedule follow-up actions and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities.

Operational Compliance

Develop working knowledge of the organisation’s policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of products and relevant technology, external regulation, and industry best practices through ongoing education.

Education

School Grade 12

Experience

• 1 to 2 years inbound, outbound and cold-calling sales experience, preferably in the financial services industry (Essential);
• 1 to 2 years contact centre experience (Essential);
• Knowledge of Short term or Long Term Insurance industry (Essential).