Job Details
This outbound position, working in a dynamic and fast paced environment, is a revenue generating role working to quota and converting qualified small businesses into Amex long-term profitable customer relationships.
The AMEX Canada Outbound Agent identifies opportunities to discuss, promote, share and sell the benefits of American Express charge cards, while achieving challenging sales, compliance and operational/productivity metrics.
Communication is exclusively outbound; calls are made using an automatic dialer. This is a non-technical role and requires basic computer knowledge and data input. All agents will be given product knowledge and sales cycle training
SPECIFIC RESPONSIBILITIES
1. Places outbound calls to small businesses using a professional, consultative approach to discuss charge card needs and sells the benefits of Amex products.
2. Sells the charge card offerings and benefits and builds long term, profitable customer relationships
3. By understanding customers’ needs, offers information, insight and recommendations on appropriate Amex product. Sells the right product to meet the customer’s needs.
4. Understands the Amex products and maintains a working knowledge of all pertinent products and services.
5. Utilizes available tools and resources as designed to enhance navigation, and overall efficiency while on the call
6. Meets specific performance standards and quality targets.
7. Adheres to professional/department/divisional practices, standards, processes and controls to achieve operational excellence.
8. Contributes to the centre Metric goals by achieving the individual targets
ESSENTIAL QUALIFICATIONS
Education/Knowledge:
· High School Graduation or equivalent; General knowledge of windows-based applications
Experience / Skill:
· Customer centric, ability to effectively communicate with a diverse range of small businesses
· Strong business acumen, insightful, ability to apply good judgement based on customer’s needs
· Minimum 1 year full time sales experience working in a commissioned based sales environment, preferably involving telephone
· High energy, ability to communicate with clarity over the telephone
- Ability to identify sales opportunities by confidently offering products and services to meet customer needs
· Ability to work in a statistically driven environment, measured by call quality, sales, call compliance and productivity goals
- Highly motivated and sets increasingly challenging personal standard of excellence beyond that required by management
- Basic computer skills required
COMPETENCIES:
Customer Focus (Internal and External) - Is dedicated to meeting and strives to exceed the needs of internal and external customers by delivering high quality services. Acts with customers in mind, establishes and maintains effective relationship with customers and gains their trust and respect. Communicates with customers in a warm, helpful and professional manner while simultaneously building credibility and rapport.
Communication (Verbal and/or Written) - Able to clearly present information through the spoken and/or written word, influence or persuade others through oral presentation in positive or negative circumstances, listens well, able to write clearly in a variety of communication settings and styles.
Job Knowledge - Knows, understands and appropriately applies the technical /soft skills, methods and processes required for the position. Is able to learn, retain and apply information to the job. Keeps current with new and/or updated program information, trends and developments in field.
Impact and Influence - The ability to persuade, convince, negotiate with, influence, and/or sell others, in order for them to support ideas/objectives or purchase items. The desire to have a specific impact, to gain acceptance of an idea, plan, activity or sell a service or product.
Results Orientation - The ability to achieve high goals and/or standards. The degree of commitment to achieving measurable results by goal setting and implementing effective work methods. Is determined, ambitious and entrepreneurial, and has a ready ability to seize new opportunities.
Team Work – The ability to work effectively with others to generate a positive, productive and informed work environment. Is united in the collective purpose.
Culture Alignment - Understands the Minacs culture and actively promotes it through every action taken, and every decision made. Supports a culture that fosters high standards of professionalism and ethics, behaves in a fair, ethical, and respectful manner.
Working Conditions:
Physical Effort:
Much of the time is spent sitting in a comfortable position with the frequent opportunity to stand or move about.
Physical Environment:
Work is mainly performed in a comfortable call centre environment where there is minimal exposure to dust, fumes, temperature variance and other sensory attributes. Level of noise at any given time is moderate.
Sensory Concentration:
There is a need to give close attention, much of the time requiring the use of two or more senses simultaneously.
Mental Stress:
Minimal exposure to situations with customers that may cause mental stress.