CSR, Outbound Call Center

at  Docomo Pacific

Summary:
We thrive on connecting people to the things that matter most by delivering an unmatched customer experience, investing in our associates, and creating value for our shareholders. This is a fast paced organization rooted in celebration, excellence, respect, trust, communication, and family. Working here requires an open mind, collaboration, and willingness to learn.
Successful candidates must have the ability to work in a fast-paced call center environment to initiate outbound calls to potential and existing customers. Sales evolve around creating new clients or selling additional services to drive revenue. Contact existing customers to review their current services. After sale support with the highest degree of courtesy and professionalism to resolve customer issues and ensure customer satisfaction. Offer solutions to customers with the objective of retaining customer’s business.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

NECESSARY SKILLS:

• One or more years’ experience of Telesales, Retail or Call center in a high volume fast, paced environment
• Strong customer service skills
• Experienced with Web Based Applications and Windows
• Good organizational skills and the ability to multi-task and prioritize in a high-volume, fast paced environment
• Ability to manage sensitive and critical client information
• Excellent verbal and written communication skills
• Problem solving and decision-making skills
• Superior closing skills

EDUCATION AND/OR EXPERIENCE:

• Minimum of a High School Diploma or GED
• Sales experience
• Customer Service Experience
• Computer Literate
• Experience with Microsoft Word, Microsoft Excel, Microsoft Access, Microsoft Power Point

LANGUAGE SKILLS:

Reading proficiency, so as to interpret documents (e.g. safety rules, operating and maintenance instructions, troubleshooting guides, FAQs, user manuals, procedure manuals, etc.) is required. Writing proficiency, either concisely or succinctly (as called for), is required for regular correspondences. Ability to speak effectively before people (e.g. groups, clients).

MATHEMATICAL SKILLS:

Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to rate, ratio, and percent and
to draw and interpret bar graphs.

OTHER QUALIFICATIONS:

Must have reliable transportation.

• Work directly with customers via telephone, and email to describe products and/or services in order to persuade potential and current customers to purchase new products and/or services
• Educates customers on product offerings and services to improve their “on-line presence” and explains pricing and answers questions from customers building value in the customer relationship.
• Follows up with customer via telephone or email following initial sales contact.
• Identifies customer issues and provides appropriate solutions via up sell of additional products and or services and obtains customer commitment and facilitates delivery of product.
• Places a minimum of 40 outbound calls each day
• Consistently meets individual weekly and departmental monthly sales goals
• Continued product education to better service customer calls
• Maintains accurate daily record of sales in sales tracker.
• Excellent oral and written communication skills
• Excellent telephone etiquette
• Ability to handle multi-task assignments
• Computer literate
• Follow up with customer(s) to assure they received services offered and customer is satisfied
• Perform other duties as assigned