The Company: 4D Innovations Group (Pty) Ltd t/a ESET Southern Africa
Role Name: Inside Sales Advisor Intern
Location: Belmont Square, Rondebosch, Cape Town
Role specifics: Full-time, Internship
Hours of work: Monday – Friday, 08:30 to 17:00
Role summary:
Key position for assisting clients with Inside sales with the focus on selling Consumer ESET products, keeping with the low SLA response times and high standards of customer service. Critical duties and responsibilities include overseeing the sales tickets queue, telephone support, performing sales-related tasks such as quotes, order processing, client promos and campaigns, demo-license issuing, basic accounts queries and general customer service team functions. Assist in sales process and playbook changes.
Daily Responsibilities:
- Answering Calls
- Manage large amounts of inbound and outbound calls in a timely manner.
- Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives.
- Seize opportunities to upsell products when they arise.
- Build sustainable relationships and engage customers by going the extra mile.
- Meet personal/team qualitative and quantitative targets.
- Processing of sales tickets in the ticketing queues.
- Oversee the sales queue with the bulk of these tickets to be handled timeously.
- Tickets that are not closed on the day need to be updated with a message as to why they are not closed and moved to the pending queue and ensure the follow up is done timeously.
- Tickets in the queue addressed to someone else need to be owned by that person immediately.
- Assist with the processing of sales tickets in the sales queue.
- Assist with all tickets and calls of Consultants that are out of office. Upon request by Sales Operations Manager.
- Processing of quotations / direct orders
- Create quotes for customers
- Sales/pricing/discounting queries to Sales Operations Manager.
- ADHOC
- Involvement in execution of Frontline Sales campaigns and the different tasks that may be associated with the campaigns.
- Escalation of client or partner issues to Sales Operations Manager.
- Any complaints or identified issues need to be escalated timeously.
- Perform any reasonable tasks / duties requested by management.
- May be required to assist partners at the request of the Sales Operations Manager.
- When reception, accounts or sales are absent, ensure work is dealt with accordingly.
- Company playbook
- Assist the COO and Sales Operations Manager on updating and adding playbooks
Educational qualifications/Experience:
- NQF Level 5
- Customer experience, preferably IT
- Experience with Windows
- Candidate can’t complete internship as part of their studies
Requirements:
- Has previous experience with 3CX, ticketing and CRM systems (preferred, not required)
- Familiar with various Antivirus software, preferably ESET (preferred, not required)
- Highly professional level of customer service and customer focus
- MS Office / PC literate
- Excellent telephone, verbal and written communication skills
- Ability to understand and communicate technical terms
- Works well under pressure
- Punctual, Reliable, efficient and Patient
- Ability to work as part of a team and help team out in all departments when required.
As part of the programme candidate would have access to:
- ESET E- learning certifications
- Internal Product Training
- Sales Soft Skills Training (focusing on phone and email etiquette and customer obsession)
- Quality training
- Playbook training
