MEGT Position Description – Office of the CEO - Marketing/Customer Service & Sales Representative
---------MEGT MARKETING
(A sub-division of The Office of the CEO)
Customer Service & Sales Representative
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.
Objectives of the Position:
MEGT’s Call Centre team receives national inbound calls and delivers outbound Marketing campaigns.
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 sales and administrative support to Business Development Managers and other
divisions of MEGT.
Reporting to the Call Centre Manager, this role is a combination of inbound and outbound campaign based
sales and service, the outcome of which generate opportunity for Business Development Managers and other
divisions of MEGT.
Relationships:
Reporting to: Call Centre Manager
Working closely with: BDMs and other MEGT divisions
External stakeholders: builds rapport with existing and potential new MEGT customers
Dimension:
Division: Marketing
Employees directly supervised: Nil
Agreed outcomes: as per Key Performance Indicators
Selection Criteria:
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Previous Call Centre experience necessary
Excellent customer service skills
Extensive experience in outbound and inbound telephone sales
Demonstrated high level of communication and interpersonal skills
Ability to build and maintain relationships
Intermediate level of skill with Microsoft products
Exposure to Salesforce would be highly regarded
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MEGT Position Description – Office of the CEO - Marketing/Customer Service & Sales Representative
Qualifications, Skills and Attributes:
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Customer focussed, outcome driven and deliver excellent customer service
Excellent phone manner - confident and articulate caller on the telephone
Outstanding communication and interpersonal skills
Ability to identify and convert enquiries into strong leads
Well developed IT and written skills – exposure to Salesforce preferred
Self motivation as well as a motivator
Professional, confident and friendly image
Mature approach with tact and diplomacy when interacting with clients and staff
Work efficiently and effectively in a team environment
Strong work ethic, able to embrace new ideas and be receptive to change
Take ownership and be willing to contribute to personal and organisational development
Ability to deal with difficult or irate customers
Duties and Responsibilities:
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Convert telephone calls to sales across the MEGT suite of products and services
Maintain and record accurate data in Salesforce (Data Quality)
Undertake outbound campaign activities generating new sales leads for Business Development Managers
and make sales across the MEGT suite of products and services
Friendly and efficient customer service, ensuring response is made in a timely manner and good customer
relations are maintained
Meet specific targets based on outbound (cold calling) and inbound enquires
Contribute to supporting the MEGT to achieve productivity and performance targets and raise profile
internally and externally
Process administration tasks as required
Other duties as directed by the Call Centre Manager and/or National Marketing Manager.
(Note: 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.)
Function
% Time
Inbound calls
Outbound calls
Salesforce
Teamwork
Administration
Compliance
25
25
20
15
10
5
Key Performance Indicators:
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Call Metrics including, volume of outbound/inbound handled, Average Handle Time (AHT), case closure
rates & non-compliant call scenarios.
Customer response time
Associated processes and tasks completed accurately within given timeframe
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MEGT Position Description – Office of the CEO - Marketing/Customer Service & Sales Representative
Health, Safety and Environment (HSE) 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.
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