Outbound Customer Service agent-Portuguese Speaking

LEAD TO SALES MANAGEMENT

Ability to build desire and instill the expectation of pleasure and delight

Lead qualification, understanding of customers needs and desires and the matching of vehicles and accessories to meet the customer’s needs

Handling of and responses to lead to sales queries; without unnecessary hand-overs if possible

Be an active participant in support of a high performance and effective support Team

Interact with Teams, all stakeholders and 3rd Parties, to resolve queries and issues reported, efficiently, effectively and quickly

Ensure unimpeded sales processes and act quickly on process alerts to recover or progress deals by actively proposing suitable, alternative options\

Track issues and do follow-ups to ensure complete and successful resolution

Communicate with the Team to share information (Participate in meetings for the Team to track and manage performance, share information and manage issues)

Actively attend all training and knowledge development opportunities, to expand personal capabilities

Request assistance to develop knowledge of companies products, technologies, systems and processes, as well as improving customer handling skills

Provide 1st line systems and process support (without unnecessary hand-overs to other parties)

Personally demonstrate the JLR Customer First and Modern Luxury principles

Do the effort so the customer does not have to worry

Provide a warm, sincere, meaningful contact and conversation; being respectful of the customer’s time and circumstances

Listen (to understand and get it first time right), and acknowledge

Ensure optimal data completeness and accuracy

Comply with inbound and outbound targets and contact KPIs in all enquiries, issues, actions and tasks

Accurately records all interactions, information and actions on the designated JLR systems

Always align with the customers preferences and communication channel requirements 

 

Grade 12

2 years Customer Service Experience in a contact centre environment

Both written and verbal command of Portuguese