Contact Centre Telesales Representative at - Nairobi, Kenya - Twiga Foods

Description

Twiga is a mobile-based supply platform for Africa's retail outlets, kiosks, and markets stalls.
Key Responsibilities
Customers

Engage customers on inbound and outbound calling to understand their needs and business drivers
Upsell and cross-sell to grow revenue and inform customers of the available offers and promotions with an emphasis on Twiga Fresh products
Inform and guide the customers to register on the Soko Yetu App for self-ordering

Revenue

Achieve revenue targets while adhering to the following:
Selling the defined product/assortment mix per day; and
Reaching out to the defined number of customers

Customer Experience

Achieve the set contact quality parameters for customer first engagement
Achieve the set Customer Satisfaction (C-SAT) and Net Promoter Score (NPS) as measured in the post-contact survey
Creating, maintaining, and restoring good customer relationships with Twiga customers by understanding their needs, resolving and accurately escalating customer complaints, and maintaining a 'Customer First' attitude through all interactions

Achieve the set quality score by adhering to all call scripts, and procedures, and set parameters for 'Customer First' engagement.

Build trusting relationships with customers by addressing the customers' concerns regarding Twiga products and the Soko Yetu App experience.

Customer education on Twiga products, cross-selling and upselling of products based on the customer's purchasing behaviour and ongoing promotions, and accurate orders.

Qualifications and Experience

A minimum of Diploma from a recognized institution in Administration, Sales, Marketing, or any other relevant field
At least one (1) year experience in a telesales and customer service-related field, in a multifaceted high-volume contact center delivering quality and quantity in a time-sensitive environment
Digitally literate, and proficient with applicable contact center technologies, software applications, phone systems, customer relationship management systems, and the Microsoft Office suite
A demonstrated ability to multitask and remain calm under pressure, especially during peak hours or intense situations.
Able to quickly comprehend the business and elucidate company policies and products and services offerings
Outstanding analytical, critical thinking, and problem-solving skills
Good interpersonal, communication, and presentation skills with a good focus on the organization
Excellent organizational skills, with emphasis on priorities and goal-setting
Ability to communicate information, whether technical or non-technical, to varied stakeholders internal and external to the business clearly and concisely