Drake International offers HR solutions for clients across all industries. We place 1000’s of Permanent Staff & Temporary Contractors each day with our clients. Drake International is a global specialist with a local heart. Our valued Candidates choose to work with and be placed by Drake International into our clients as we take pride in our service, we take the time to get to know you and we value a true work partnership.
Due to expansion and growth, we have opportunities for a number of Internal Sales Representatives for our client within their Wholesale Call Centre based in the Western Suburbs of Melbourne.
Responsibilities across both functions of the role include:
•Inbound – respond quickly and timely to various incoming queries (voice, emails, online, etc) from customers who want to place orders and or have general or product inquiries across multiple segments, manage complaints, troubleshoot significant customer product or service problems and provide general information across multiple platforms (voice, email, online, etc).
•Outbound - conduct outbound calls to designated customers with a sales/marketing/promotional offers or customer service call, making sales or recommendations for products and or services that suit customer needs
•Building lasting relationships with customers, field sales teams and other call center team members based on trust and reliability
.•Answer and respond to incoming customer queries (voice, email, online, etc), manage and resolve customer issues relating to placing orders, quotes, deliveries, returns, and general problem solving.
•Provide product and service information to customers across multiple tyre segments (Consumer, Commercial, Farm, Wheels)
•Follow up customer calls where necessary
•Identify and escalate appropriate issues to relevant Team Leader•Complete call logs and reports (documenting call information) according to standard operating procedures (CRM)
•Previous work experience in a call centre environment, preferably business to business
•Experience in an external customer facing sales role
•Previous experience within the automotive industry highly regarded but not mandatory
•Experience in managing customer expectations and complaints/concerns
•Track record of achieving sales results
•Experience working autonomously and as part of a team
Knowledge, Skills & Abilities:
•Exposure to call centre technology, processes and call centre performance metrics
•Action orientated & results driven
•Ability to use initiative & think logically
•Excellent interpersonal / people skills
•Strong communication skills, written (incl data entry), listening and verbal.
•PC skills – Microsoft Office Suite, ERP systems
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