What's the job?

Position Title Telesales Representative (Goldmember)
Date 2008
Department Strategy & Business Development
Reporting to Telesales Manager
Prepared by Larah James

A bit of a low down...

The main objectives for the Goldmember Team are to grow Virgin Mobile's market share, through sales fulfillment, and retain the customer base through retention and save activity.

The key function of the Goldmember Representative is handle inbound and outbound calls relating to the following campaigns:

Direct sales fulfillment
Handle inbound calls and make outbound calls (from Customer Service referrals) in response to customer's enquiries for a Virgin Mobile pre pay or post pay service.

Furthermore, from time to time the Goldmember Representative may be provided with a pre-determined list of non-customers, in which they will contact these lists with a view to "selling" a Virgin Mobile product.

Life cycle management campaigns
Make outbound calls to "pre-determined customer lists" with a view to promote services, sell services, educate and gain an understanding of the customer's thoughts and feelings relating to various aspects of Virgin Mobile.

Retention campaigns
Contact customers with a view to increasing the customer's tenure, usage or to proactively prevent them from leaving Virgin Mobile (i.e. approaching the end of their commitment).

Customers will be contacted in which their needs will be ascertained and where possible incentives offered to match the customer's requirements.

To deliver consistent service, the Goldmember Representative uses relevant systems, policies and procedures and methodologies to drive successful outcomes, whilst delivering a positive customer experience.

Major challenges in this role:

  • Adherence to policy when under pressure from a demanding customer base
  • Ability to work effectively with new procedures, changing deadliness etc
  • Overcoming unsuccessful call outcomes and remaining upbeat to drive the next positive outcome

Your decision making:

  • Customer resolution in line with the policies and procedures
  • Determine tailored solutions (within set guidelines) to meet customer requirements, in line with the campaigns methodologies

Main areas you are responsible for:

Key Accountability Measurement Methods Relative Importance
Phoning and administration activity:
  • Handle customer enquiries and promote solutions to match the customers requirements (sales fulfillment)
  • Meet conversion rate targets by converting sales leads into sales
  • Deliver ad-hoc campaigns in line with business requirements
  • Complete call workload from referrals, inbound queue, action queue and campaign lists and prioritise as necessary
  • Be able to discuss competitor comparisons and proactively match with Virgin offerings
  • Make all calls in line with the policies and procedures and adhere to all commitments made to customers
  • Be aware of inbound call queues and assist with inbound customer service calls when volumes increase (activation of new services for residential and business customers)
  • Capture customer data within Singl.eview in line with the policies and procedures
  • Accurately record all time spent off line in order to meet all log in objectives
  • Feedback
  • Meet conversion rate targets
  • Achievement of set productivity targets
 40%
Effective communication and customer relationship building:
  • Communicate effectively in line with VMA standards
  • Aim to retain customer confidence through excellent service and attention to detail
  • Adapt communication skills and terminology used, to build rapport with different types of customers
  • Utilise 'sales' techniques to drive successful outcomes
  • Overcome customer objections to drive sales and retain customers
  • Ensure that feedback relating to the VMA products and services is escalated
  • Feedback
  • Meet Call Quality targets
 40%
Team Work:
  • Work towards the team's objectives and demonstrate a commitment to achieving the agreed targets
  • Share information with colleagues by channeling new ideas and methodologies via the Team Leaders/Managers
  • Assist and participate in process improvement sessions
  • Support and respect colleagues
  • Feedback
  • Demonstrate skills and behaviours outlined in the skills and behaviours matrix
 20%

Your day to day contacts:

  • Virgin Mobile customers
  • Telesales Team Leader and Manager
  • Customer Service Reps
  • Customer Service Management team
  • Sales Department
  • Marketing
  • Fraud
  • Mission Control
  • IT Helpdesk

Your qualifications & qualities

Knowledge & Experience Required
  • Previous experience in a telesales is preferable
  • Experience in a customer service or support role
Professional Skills
  • Effective communication, both oral and written
  • Strong influencing skills and relationship building skills
  • Problem solving
  • Ability to manage self effectively through change
  • Demonstrates sales ability
  • Ability to identify own areas for improvement
  • Strong team player
  • Creative and flexible
  • Displays good organizational skills
  • Ability to take ownership of all work tasks and accept responsibility for results
Behavioral Competencies
  • Demonstrates openness to different and new ways of doing things
  • Achievement Orientation
  • Sound knowledge of customer behaviour
  • Good PC orientation
  • Persistent
  • Self-motivated
  • Alignment to Virgin and VMA Values

Sound like the gig for you? Send your application to recruitment@virginmobile.com.au. Quote ref: "Hey I wanna join your Telesales team!!"