Job Details:
Role Summary/Purpose:
- Receive incoming calls from customers with queries or requests; deal with customer inquiries and resolve service related issues, balancing both customer and business needs. (approx. 50-100 calls per day)
- Generate sales from inbound calls meeting “Service to Sales” targets including Personal Loan referrals, Insurance, and up-sell and/or cross-sell additional GE credit card products
- Promote Product features such as internet access, Pin Change, EFTPOS and ATM access
Essential Responsibilities:
- Customer Experience Call Quality
- NPS - Net Promoter Score
- Non Talk Time (After call work and hold time)
- Adherence to Schedule
- Daily Sales Results against targets
- GE Growth Values
- Compliance with Company Policies & Procedures
- Completion of online monthly Compliance topics
- Maintains up to date knowledge of Compliance, Legislative & Regulatory requirements and seeks further clarification if required
- Ability to work in accordance with Compliance, Legislative & Regulatory requirements
- Work in accordance with GE policies and procedures, demonstrating GE values and high ethical standards consistent with the GE Spirit & Letter.
- Understand and ensure all Compliance, Legislative & Regulatory responsibilities are met
- Escalate any Compliance, Legislative or Regulatory issues and/or concerns through the appropriate channels
Qualifications/Requirements:
- Customer Service experience (preferred)
- Sales experience (preferred)
- Computer literate including detailed knowledge of Cardpac and Vision+ and XCalibur
- Thorough knowledge of operational procedures
- Thorough knowledge of client and customer group
- Quick & accurate keyboard skills
- Solid numerical reasoning
- Courteous & confident telephone manner – strong customer focus
- Problem solving skills
- Rapport building & call control skills
- Solid capacity to deal with competing priorities
- Previous experience and understanding of the sales process
- Strong Listening/communication/interpersonal skills
- Negotiation skills
- Detail orientated
- Ability to influence, persuade & motivate others
- Ability to work with call scripting
- Ability to tailor sales approach to individual customer
- Ability to create win-win outcomes and retain customer business
Additional Eligibility Qualifications:
Desired Characteristics:
- Professional
- Compliant
- Friendly
- Self Motivated
- Quick learner
- Committed
- Punctual
- Results focused
- Passion for selling
- Adapts well to change
- Willing to take on feedback
- Eager to learn
- Team player/focused
- Customer Satisfaction focused
- Enjoys challenge of meeting sales targets daily
- Flexible to work the hours and days that fit the business model...
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