*Customer Service Rep - B2B (OB Appointment Setting)

Philippines | Taguig, Philippines
Job ID: 26196

Job Description

Position at Ingram Micro

SUMMARY:

The Outbound Customer Contact Rep (OCCR) is responsible for placing outbound calls to customers
of a given calling campaign. The OCCR must identify the Decision Maker (DM) and complete the
goal of the call as defined by the calling campaign. OCCR must accurately complete a call log for
each dial and dispatch emails to all participants that agree to receive one. The OCCR will provide
continual customer service and be able to deliver answers to customer’s questions.

II. ESSENTIAL FUNCTIONS:
1. Call Management and Project Execution
Percent of time spent in this area: 70%
  • Place outbound calls to customer from assigned list and disseminate information accordance to the calling campaigns parameters.
  • Answer all customer questions and direct them to next level contact if necessary
  • Attempt to complete goal of the outcall by utilizing sales and customer service skills
  • Accurately update the call log to reflect the result of the outcall for each customer. Place customers on Do Not Call list where necessary.
  • Send informational email to each customer after call is completed.
  • Provide continual customer service.
2. Ongoing Learning and Development
Percent of time spent in this area: 30%
  • Attend product knowledge training prior to each calling campaign. TSR must fully understand the purpose and goal of the outcall and be able to answer basic questions regarding product or services being offered.
  • Read through Quality Assessments based on their call performance and implement corrective actions
  • Attend sales training classes and apply skills to everyday activities. TSR will also be required to “buddy-up” as determined by Team Leader to further develop call skills.
3. Analysis on Pricing
  • Provide support to teammates - Pricing Specialists
Required Skills:
A. Knowledge of:
  • Professional, effective telephone techniques
  • Basic understanding of Ingram Micro programs and services is desirable.

B. Skill in:
  • Personal computing or keyboarding
  • Basic knowledge of Excel required
  • Excellent communication skills: written and verbal required
  • Strong organizational skills and problem solving agility also required
  • Well versed in conversational English.

C. Ability to:
  • Multi-task
  • Respond to rapid change
  • Perform duties with accuracy and with a strong degree of urgency
  • Prioritize and perform work with detailed supervision
  • Be persuasive on the phone and confident
  • Must be able to learn multiple calling programs
Additional candidates:
  • Minimum of 1-2 years outbound sales /  telemarketing experience
  • Must have excellent communication skills in English
  • Willing to be assigned on a fixed graveyard shift
  • Candidate must possess at least a Vocational Diploma / Short Course Certificate, Bachelor's/College Degree , any field.
  • At least 1 year(s) of working experience in the related field is required for this position.
  • Applicants must be willing to work in McKinley Hill,Taguig.
  • Preferably 1-4 Yrs Experienced Employees specializing in Sales - Telesales/Telemarketing or equivalent.
  • 1 Full-Time position available.

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