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Job Information
Job title
CRC/TSC Hybrid - Graaff-Reinet
Location / Operation
Blue Label Distribution - Eastern Cape
Department
Blue Label Distribution
Job reports to
Regional Manager
Job Purpose

The incumbent is responsible for identifying new customers and businesses for sales opportunities. The Customer Relationship Consultants’ aim is to build and maintain existing relationships as a retention strategy; developing and promoting the Company and its various offerings, and market any new developments to existing and potential clients.

The incumbent is responsible for the installation, maintenance and repair of various BLD devices as well as training clients in the use of these devices and its associated software at the client’s premises.

Responsibilities

Core Functions:

  • Sales and Revenue Targets
    • Ensure all, new business acquisition and revenue targets set by the business, within your territory are achieved.
    • Grow existing customer base revenues through wider product mix.
    • Maintain and grow key relationships within the merchant base serviced by Sales Operations.
    • To embody the “customer is king” philosophy.
  • Business Development and Growth
  • Cold Calling – Ensure that at least 1 sales appointment is made per day with prospects to grow the business.
  • Ensure that all existing clients are visited at least once during each structured call cycle
  • Ensure consistent up selling and cross selling of existing products to clients
  • Ensure any ad hoc promotional activity is executed as per sales operations briefs
  • New Business acquisitions.
  • Client Retention
    • Discuss with merchant their profit margins and monitored sales transactions as well as make comparisons over the previous months to optimise opportunities for profit (reports sent by Head office).
    • Adhere to existing client call cycle
    • Ensure at client retention targets are met by retaining at least 90%.
    • Provide support to internal and external clients regarding the following
      • Operational queries
      • Technical queries
      • Financial queries
    • Ensure all calls are recorded and resolved.
  • Client Management
    • Ensure clients are made aware when they are not achieving required profit margins.
    • Ensure that training is given to clients on all new installations.
    • Ensure Point of Sales Material, such as posters etc,is given to clients giving information about the new products and the Company.
    • Give refresher training during call cycle when required.
    • Ensure that your client receives training.
    • Communicate with the clients regarding new products available, and on the market.
    • Report on Competitor activity
    • Review weekly sales report and RED Flag anomalies.

Operational Efficiency

(Installations)

  • Spectra Terminals – online and batch terminals
  • Touch screens – online and batch touch screen
  • Gateways – installing software on a central server- ensuring all the tills have access to Gateway
  • Mag Encoders

Operational Efficiency

(Training)

  • Training given to all clients on installations made.
  • Different sets of training manuals for the different terminals need to be given to the merchants (online and batch terminals)
  • Give training on the software and hardware of the terminals. Provide further assistance in effectively using the machine and let them practice on their own
  • Ensure Cashiers – basic training; supervisors – more detailed training is needed.
  • Ensure Supervisor training – banking details need to be accurate and the supervisors need to know how to make payment when necessary.
  • Ensure that there are shortcuts on the customer’s computers for easier access to the system.

Operational Efficiency

(Repairs)

  • Repairing all the terminals that were installed when necessary
  • Telephonic consultation - troubleshoot over the phone first before going in to see the client
  • All calls are logged onto Ulysses – from there identify which merchants need assistance quicker (depending on the client grade/tier)
  •  Identify, resolve and explain the problems to the supervisor as well as the reason why they occurred – give advice on how to prevent reoccurrence of the problem
  • Software maintenance and repairs
  • Replacements to be made when necessary
  • Replacing the antennae/modems/machines

Operational Efficiency

(Time management)

  • Weekly update of Vehicle Logbook and ensure that the vehicle is maintained and in good working condition
  • Accurate completion of SOD’s and other necessary paperwork, inclusive of serial numbers and company assets

Financial Procedure and Controls – (Asset and Spares Management)

  • Ensuring that all stock is correct
  • Booking stock/ Company assets out and returning stock when requested
  • Stock floats should always be updated and balanced
  • Everything is recorded on Ulysses for reporting
  • Accurate completion of SOD’s and other necessary paperwork, inclusive of serial numbers and company assets

Customer Service

(Mandatory KPA)

  • To offer excellent customer service to all internal and external customers
  • Ability to make an effort to listen to and understand both internal and external customers; anticipating customer needs; gives high priority to customer satisfaction
  • To embody the “customer is king” philosophy
  • Reporting and Sales Administration
    • Ensure weekly call reports are completed accurately and honestly and handed in by the deadline
  • Non-Core Functions:
    • General Administration
Requirements of the Job
Experience
  • 2 Years + marketing and sales experience
  • Familiar with the purpose and composition of Service Level Agreements
  • Sales/ Diploma or Degree in Marketing an advantage
Minimum qualifications
  • Grade 12 with Matric certificate
  • Relevant tertiary qualification
  • Sound knowledge of business principles,
Competencies / Behaviour
  • Business planning & execution
  • Demonstrates initiative with a results orientation
  • Detailed, orientated and able to handle multiple tasks at one time
  • Excellent written and verbal communications
  • Good business acumen
  • Good interpersonal skills
  • Good organization skills
  • High level Technical understanding
  • Incumbent must have a good command of the English Language
  • Incumbent must have a valid driver’s license
  • Keen project management skills with an ability to interact with and motivate others to succeed on several fronts simultaneously
  • Microsoft Office: Advanced Excel, Word and Power point skills
  • Presentation skills
  • Prioritizes workload and meets deadlines for a variety of marketing "deliverables"
  • Problem solving skills
  • Professional
  • Results orientated
  • Self-motivated and able to work as a member of a team
  • Service orientated
  • Strong analytical, technical and mathematical abilities
Behavioural attributes

The incumbent displays the following competencies:

  • Ability to Cold Call on Customers
  • Ability to identify opportunities and capitalise on them
  • Ability to Organise
  • Ability to take initiative
  • Ability to work under pressure and meet sales targets
  • Accountability
  • Achievement driven
  • Attention to detail
  • Effective communication skills
  • Excellent Presentations Skills
  • Excellent telephone and interpersonal skills
  • Flexibility
  • Good Negotiation Skills
  • Integrity
  • Proactive
  • Reliability
  • Responsibility
  • Self Confidence
  • Self Management
  • Stress Tolerance
  • Taking Initiative
  • Team work and collaboration
Closing date for applications
Wednesday, 14 August 2019

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