Latest Recruitment at SunCulture Kenya Ltd

About the role

The Customer Service Representative will handle a high volume of incoming phone calls and assist customers with a variety of issues or inquiries and may be responsible for answering customer questions, resolving problems, and providing information about products or services. Additionally, Customer Service Representative will be responsible for tracking customer interactions, providing feedback to management, and achieving performance goals set by the company.

Key Responsibilities

• Answering a high volume of incoming phone calls and assisting customers with their inquiries or concerns.
• Resolving customer complaints or issues in a timely and efficient manner.
• Providing information to customers about products or services.
• Documenting customer interactions and transactions in a call center software or CRM system.
• Meeting or exceeding performance goals, such as call handling time or customer satisfaction.
• Keeping current with company and industry-related information to ensure accurate information is provided to customers.
• Identifying and escalating complex customer issues to a supervisor or manager as needed.
• Following up with customers to ensure their needs were met.
• Participating in training and development programs to improve skills and performance.

Does This Sound Like You?

• A diploma in Communication, Customer Relations, Public relations, or any relevant field
• At least 2 years experience in working in a call center as Customer Service Representative;
• Knowledge of call center terminology, applications, and metrics
• Hands-on, detail-oriented, and strong execution skills.
• Good communication Skills both Written and Spoken with the ability to interact freely with customers.
• Passion for irrigation and proactive in decision making
• Independent thinkers who are able to thrive in a fast-paced dynamic environment.
• Have the ability to handle pressure, meet deadlines
• Be organized and be an expert in time management
• Basic computer skills.

go to method of application »

About the Role

Reporting to the Telesales Team Lead, the Telesales Agent will provide expert advice and information to our potential customers regarding a variety of products offered by SunCulture. S/he will play a key role in increasing our profitability and sales revenue through excellence in customer service and an informed, consultative approach to selling and client conversion. S/he will also be troubleshooting and escalating complaints across a number of communication channels. The person should have excellent communication and interpersonal skills. Computer knowledge and usage are also a must-have for this role.

Key Responsibilities

• Achieve over 70% target set the month-on-month KPI’s being Lead generation, Lead conversion, Sales targets, and Talk-time set by achieving a high conversion rate.
• Contact potential or existing customers, businesses, or groups to give them correct information about SunCulture products using the product knowledge
• Explain technical product features and answer customer questions about SunCulture products.
• In addition to leads shared by SunCulture be proactive in generating your own leads and ensure you have a robust pipeline of potential customers at all times
• Ensure at least an 80% conversion rate from leads generated by you.
• Be versatile in making extensive outbound calls that meet the organization's KPIs
• Adjust sales scripts to better target the needs and interests of specific individuals.
• Respond to correspondence from customers on both mail, direct messages and phone and follow up initial sales contacts.
• Have the ability to go above and beyond to cover your talk time daily and hourly targets set by SunCulture.
• Conduct client or market surveys to obtain information about potential customers to be able to measure customer experience and ability to afford the product
• Create a sense of urgency among potential customers in order for them to see the need to purchase sooner than later
• Ensure all calls are received/made through 3CX for easier tracking of calls and easier management of the quality of calls.
• Undertake all training scheduled to better improve the quality of your output and relationship with customers.

Does this sound like you?

• Experience in Sales and Customer Service
• Additional experience as a Telesales Representative is an added advantage
• Proven track record of successfully meeting sales quota preferably over the phone
• Good knowledge of relevant computer programs (e.g. CRM software) and telephone systems
• Ability to learn about products and services and describe/explain them to prospects
• Hands-on, detail-oriented, and with strong execution skills,
• Excellent Communication Skills with the ability to resolve issues and address complaints
• Passion for irrigation and in-depth knowledge of the industry and current trends adaptable for SunCulture
• Independent thinker with proactive decision-making capabilities
• Comfortable with ambiguity and experience working in a dynamic environment
• Have the ability to handle pressure, keep a cool temper, and handle rejection gracefully.
• Be organized and be an expert in time management and meet deadlines.  
• A diploma or degree in Sales or any other related field is an added advantage.