The position is for one of our clients called theLotter. By accessing the website theLotter.com customers can purchase lottery tickets from different countries around the world. Centrecom provides customer support to theLotter’s customers via chat, e-mail and phones.
The Sales Specialist for theLotter Campaign reports to the Customer Support Manager for the same campaign. The main responsibilities within this role are to engage in proactive selling of theLotter products with the aim of meeting the established sales and customer support goals. The engagement with customers will be done in various modes of contact, including handling incoming and outgoing telephone calls, email and chat communication.
Work directly with theLotter customers via email, phone and live chat to in order to provide assistance to customers’ queries and requests;
Describe theLotter products to customer in order to persuade potential and current customers to engage in purchase;
Educate customers on product offerings to improve their “on-line presence” and increase ‘spend’;
Explain pricing, ‘terms and conditions’ and answer customers’ queries, with the aim of investing in building value in the customer relationship;
Follow up with customers through various modes of contact following the initial sales contact;
Strive to gain customers’ trust, increase their loyalty and ensure retention;
Identify customer issues and provide appropriate solutions via the up sell of additional products, and obtain customer commitment;
Creatively look for options, possibilities and choice for customers;
Consistently meet sales goals set by theLotter Customer Support Manager as well as maintaining customer satisfaction;
Maintain accurate daily record of contacts and sales in relevant databases;
Ensure that the provision of excellent customer service levels are maintained and exceeded;
Ensure that there is adherence to the quality parameters, procedures and policies established by the Company;
Be responsible to develop and maintain a good working knowledge of theLotter’s products, services and system(s);
Be sure to comply with all the Company’s client’s business processes, policies and legislation requirements;
Handle all client and customer contacts in line with theLotter’s defined standards, whilst keeping customer and company details completely confidential from external and third parties;
Engage in any other project or duty which the Company might assign from time to time.
Selected candidates need to:
Possess strong sales skills.
Have experience in a Customer Service environment especially in using phones, email and chat.
Have a good level of spoken and written English. Same knowledge of another language such as French, Italian, Russian, Italian or Spanish will be considered as an asset.
Be determined and target driven.
Be willing to work on a shift basis.
Work proficiently with Microsoft Excel, Word, Outlook and PowerPoint.
Have a good level of internet expertise.
Be willing to work on a shift basis between Monday and Sunday.
Be over 18 years of age.
Be mature and responsible.
Be self-motivated, flexible, and organized.
This job is a specialist role. While providing customer support is essential this role requires a strong element of sales fulfillment and customer retention.
Opportunities for growth within the Company are possible. Centrecom is an Equal Opportunities Employer.