As a Sales Contact Centre Agent, you will be responsible for driving sales of the company, backup, and portable energy solutions, as well as any new products introduced via the contact centre. You will engage with customers and leads across multiple communication channels, including phone calls, WhatsApp, email, social media, and web chat, to provide exceptional service, convert leads, and achieve sales targets. Run cold calling campaigns with the aim of generating leads and closing sales. This role also includes administrative duties to ensure accurate documentation and compliance with company standards.

Work Conditions

• Office-based role in Cape Town.
• Rotational shifts as per business operational requirements including weekends.
• Public holiday availability required as per operational needs.

No

Job Objectives (Maximum 8)

1

Sales Generation

• Contact leads provided by the company to convert into sales.
• Where applicable schedule appointments for sales agents with qualified prospects not able to convert on a call.
• Qualify leads by assessing customer needs and interest in solar and backup power solutions.
• Conduct cold calls to potential customers to generate new business.
• Handle inbound sales and service enquiries across all communication channels.
• Upsell and cross-sell products and services where appropriate.
• Collaborate with sales and marketing teams to optimise lead generation and conversion.

2

Customer Service:

• Engage with customers via phone, WhatsApp, email, social media and web chat.
• Ensure timely and professional responses across all platforms.
• Deliver exceptional customer service at every touchpoint.
• Address customer queries, concerns, and objections effectively.
• Build and maintain strong customer relationships to encourage referral and repeat business.
• Follow call center best practices and scripts to ensure a consistent and professional customer experience.

3

Administration:

• Accurately complete and submit all required sales documentation and reports.
• Maintain up-to-date records of customer interactions and transactions in the CRM system.
• Ensure all administrative tasks are completed in line with company policies and SLA.

4

Performance and Quality Assurance

• Consistently achieve and maintain call center KPIs, including call adherence, average handling time, conversion rates, and quality scores.
• Adhere to quality assurance standards and best practices in all customer interactions.
• Maintain high levels of call adherence and punctuality, ensuring availability during scheduled shifts.
• Meet daily productivity metrics including contact volume and conversion targets.
• Work rotational shifts, including every second weekend and public holidays as required.

5

Continuous Learning

• Participate in regular training and coaching sessions to maintain high performance.
• Stay informed about the latest products, services, and technological advancements in the solar and backup energy sector.
• Keep abreast of industry trends and competitor offerings.

Level of tertiary education

Required / Desirable

Grade 12 (A high school diploma or equivalent)

Essential

Job – related work experience

Experience in a call centre sales environment, preferably within the solar, backup power, or technology sectors. Experience minimum 5 years.

Working on CRM system experience.  Experience 1 -2 years.

Knowledge of

Depth & Scope (B/I/A)

Essential

Desirable

Basic Financial Principles for Profitability

B

Y

Administrative Procedures and Systems

A

Y

Telephony systems, call center technology, and CRM software

A

Y

Products and Costs (Renewable Energy Products)

B

Y

Laws and Government Regulations (Renewable Energy Regulations)

B

Y

Contact Sales, principles and methods

A

Y

Customer Service Principles

A

Y

Business and Management Principles

I

Y

Job Skills

Depth and Scope (B/I/A)

Essential

Desirable

Ability to work independently and part of a team

A

Y

Attention to Detail

A

Y

Call Centre Sales

A

Y

CRM systems and multi-channel communication tools

A

Y

Customer Engagement & Good People Skills

A

Y

Detailed and Clear Reporting

A

Y

Emotional Intelligence

A

Y

Ethical Awareness

A

Y

Fluent in English

A

Y

Handling customer interactions across various channels, including phone, WhatsApp, email, social media, and web chat

A

Y

Innovative Thinking

A

Y

Microsoft Office Skills (Word, Excel, Outlook, Teams)

A

Y

Negotiation Techniques

A

Y

Organisational Skills

A

Y

Personal Integrity

A

Y

Problem-Solving

A

Y

Proficiency in using CRM

A

Y

Renewable industry experience

B

Y

Sales Pipeline Management

A

Y

Self-Motivation & Self Starter

A

Y

Stress Management & Working under pressure

A

Y

Target Driven

A

Y

Track record of achieving or exceeding sales targets

A

Y

Verbal and written communication skills

A

Y