Sales and Service Consultant

Are you a customer focused sales professional who loves turning every conversation into a connection? Join our Commercial team as a Sales and Service Consultant in Gonubie, East London, where you'll sell Herotel's fibre and mobile products to customers walking into our mall store and resolve their queries at the first point of contact.

This role is perfect for an energetic, target driven people person who thrives on the buzz of retail, enjoys solving problems on the spot and takes pride in turning a cancellation into a save.

What you'll do:

• Greet and engage every customer quickly and recommend the right fibre or mobile package, router or add on based on their actual needs
• Complete new sign ups, upgrades, SIM swaps and porting, including FICA/KYC capture and CRM entry
• Cross sell where it genuinely fits and follow up on quotes or interest that didn't close on the spot
• Log every query on the CRM, run first line troubleshooting and escalate only what is genuinely beyond store level
• Guide customers to self help on HeroZone for billing queries and account amendments
• Handle complaints calmly and resolve them at first contact wherever possible
• Lead the retention conversation when a customer wants to cancel and turn it into a save
• Open and close the store according to the roster, carry keyholder duties on rotation and reconcile the payment device against the day's sales
• Track stock of SIMs, routers, devices and accessories and keep the store to visual merchandising standards
• Manage the queue during busy periods and hand over cleanly to the next shift
• Maintain FICA/KYC and POPIA compliance on every contract and every piece of customer data you handle
• Keep CRM data accurate, as all reporting and commission calculations rely on it
• Meet the store's monthly revenue benchmark across new sales, upsells and saves, while maintaining a First Time Resolution rate of 90% or higher
• Achieve 100% accuracy on daily payment reconciliation and FICA documentation, with roster and attendance adherence of 98% or higher

What you'll need:

• Grade 12 (Matric)
• 1 to 2 years' experience in a customer facing retail, telecoms, or call centre or sales environment
• A proven ability to meet sales targets
• A sales, marketing or customer service related qualification will be advantageous
• Strong sales acumen
• Computer literacy across CRM and POS systems
• Willingness to work a shift based roster, including weekends and public holidays, in line with the BCEA
• The ability to stay calm and professional when handling customer complaints
• Strong attention to detail and a commitment to accuracy and compliance

What we offer:

• Exposure to a dynamic workplace
• A chance to grow your skills through our internal academy
• A friendly, team-driven environment
• Group Risk Benefits
• Medical Benefits
• Health and Lifestyle Programmes

Important Disclaimer:

• Please ensure that the information you provide in your application is true, accurate, and correct.
• Preference will be given to candidates from Designated Groups, as defined by the Employment Equity Act and in line with Herotel's Employment Equity Plan.
• By submitting an application, you consent to the processing of your personal information in accordance with POPIA for recruitment purposes. For more details on how we handle personal information, please refer to our Privacy Policy on our website.
• If you do not hear from us within 14 days, please consider your application unsuccessful.