OBJECTIVES OF THE DIVISION
The objective of the Office of CEO is to provide high level, effective and efficient support to the CEO; and Corporate department and Divisions.
The primary objective of the Marketing Department is to position MEGT as a preferred provider of employment, training, education and workforce skills.
POSITION DESCRIPTION
MEGT’s Call Centre team receives national inbound calls and makes outbound calls. Customers to the department externally are both business to business and business to consumer and internally the other MEGT divisions are Apprenticeship Network Providers, Education and Recruitment & Management Services. Callers to the Call Centre are usually enquiring about: Apprenticeships/Traineeships, VET courses and short courses, funding available and recruitment management services.
The role of Customer Service & Sales Representative is responsible for providing a high-quality customer service experience resulting in leads and/or sign-ups for our Recruitment & Management Service and Apprenticeship Network.
Reporting to the Call Centre Manager, this role is a combination of receiving inbound and making outbound calls.
RELATIONSHIPS
Reporting to: Call Centre Manager
Working closely with: All MEGT divisions
External stakeholders: Builds rapport with existing and potential new MEGT customers
DIMENSION
Division: Office of the CEO/Marketing
Employees directly supervised: Nil
Agreed outcomes: as per Key Performance Indicators
MANDATORY QUALIFICATIONS AND EXPERIENCE
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Previous Call Centre experience necessary
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Excellent customer service skills
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Extensive experience in outbound and inbound telephone sales
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Demonstrated high level of communication and interpersonal skills
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Ability to build and maintain relationships
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Intermediate level of skill with Microsoft products
SKILLS, KNOWLEDGE AND ABILITIES REQUIRED
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Customer focused, outcome driven and deliver excellent customer service
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Excellent phone manner - confident and articulate caller on the telephone
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Outstanding communication and interpersonal skills
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Ability to identify and convert enquiries into strong leads
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Well developed IT and written skills
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Self motivation as well as a motivator
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Professional, confident and friendly image
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Mature approach with tact and diplomacy when interacting with clients and staff
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Work efficiently and effectively in a team environment
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Strong work ethic, able to embrace new ideas and be receptive to change
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Take ownership and be willing to contribute to personal and organisational development
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Ability to deal with difficult or irate customers
DUTIES AND RESPONSIBILITIES
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Convert telephone calls to leads across the MEGT suite of products and services
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Maintain and record accurate data in Salesforce (Data Quality)
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Undertake outbound calls to gain accurate data for MEGT divisions and when required, make sales calls
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Friendly and efficient customer service, ensuring response is made in a timely manner and good customer relations are maintained
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Meet specific targets based on outbound (cold calling) and inbound enquires
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Contribute to support MEGT to achieve productivity and performance targets and raise MEGT’s profile internally and externally
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Process administration tasks as required
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Other duties as directed by the Call Centre Manager and/or National Marketing Manager.
Note: This Position Description is indicative of the initial expectation of the role and subject to change in line with requirements of the Department of Education and Training and/or MEGT’s goals and priorities, activities or focus of the job. The incumbent can expect to be allocated duties not specifically mentioned in this document, but within the capacity, qualifications and experience normally expected from persons occupying positions at this level.
KEY PERFORMANCE INDICATORS
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Answer each and every call within 2 rings
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Send all leads within 30 minutes of taking call
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When we have a full team and it’s not a quiet period; on average have a combination of 750 inbound calls, outbound calls and emails per week
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All Email boxes to be cleared by COB each day
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Send the Calls/Emails to the correct department/person
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Of the leads sent to ANP and RMS achieve a 99% accuracy rate of correct details, i.e.: phone number and email
HEALTH, SAFETY AND ENVIRONMENT RESPONSIBILITIES
All staff are required to take reasonable care for their own health and safety and that of other personnel who may be affected by their conduct.
DIVERSITY
MEGT is committed to welcoming and maintaining a diverse workforce, which will help us attract and retain a team of talented people to better serve our clients and improve business results.
PRIVACY NOTIFICATION
MEGT requires personal information relevant to your employment. The collection and handling of the information will be consistent with the requirements of the Privacy Act.
INFORMATION SECURITY COMPETENCIES
MEGT requires all staff to demonstrate and maintain an adequate and proportionate level of information security knowledge and competence.
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