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HomeChoice International PLC (HIL) is an investment holding company incorporated in Malta and listed on the JSE Limited. Through its operating subsidiaries, HomeChoice and FinChoice, the group sells innovative homewares merchandise, personal electronics and loan products to the rapidly expanding middle-income market in southern Africa through mail order (cat...
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Description
This role will be ideal for a candidate who can telephonically market/sell our company’s wide range of products to new and existing customers, ensuring that you meet business objectives whilst maintaining a high level of customer satisfaction.
Here’s what you can expect to be doing in the role
- Meeting sales objectives and revenue targets
- Ensure that the agreed sales and revenue targets are achieved in line with business requirements
- Meet operational and quality efficiencies
- Consistently reach performance targets and standards relating to productivity, adherence, turnaround time, and quality
- Provide an exceptional customer experience
- Accurate capturing of customer information
- Present, promote, and sell products/services in accordance with agreed processes and procedures
- Ensure a professional, polite, and efficient service is offered by acting as an ambassador
- Adaptable with the ability to respond positively to working within a pressurized environment
- Handle objections appropriately to ensure that positive results are achieved whilst maintaining customer satisfaction.
- Present products to potential customers who meet qualifying criteria
Requirements
A little about who you are
- Matric / Grade 12 (Required)
- Minimum of 2-3 year’s sales/telemarketing (outbound) experience within a Contact Centre (Required)
- Must be computer literate (Email, Internet, Word, and Excel)
- Excellent communication skills (verbal and written)
- Excellent telephone etiquette
- Sound understanding of a dialler system and functions
- Target-driven with the ability to sustain high-performance consistently
- A clear understanding of a contact centre environment
- A sound understanding of contact centre metrics and how these are used to review performance to achieve the right results.
Benefits
- Basic + uncapped commission
- Spectacular incentive drives
- Creative agile work environment
- Provident fund
- Administered Medical aid
- Café and lounge area
- Staff restaurant with a variety of healthy meal options
Early shift working hours
- Monday to Thursday - 08h:00 - 17h:00
- Friday - 08h:00- 15h:00
- 2 Saturdays per month 09h:00 - 13h:30
Late shift working hours - occurring twice a month
- Monday to Thursday - 09h:30 - 19h:00
- Friday 08h:00 – 15h:00
- No Saturdays
- Transport provided for late shifts in surrounding areas
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Description
Homechoice is a leading South African homeware retailer. For over 35 years we’ve helped our customers create beautiful homes they love with an innovative range of quality products they can afford.
This role will be ideal for a candidate will be responsible for telephonically obtaining a reasonable repayment outcome from customers who have outstanding debt with the Company in order to generate cash flows, minimise bad debts and ensuring rehabilitation for distressed borrowers.
Here’s what you can expect to be doing in the role
- Meet department objectives by achieving performance metrics (targets) set and collecting as per department standard
- Meet operational and quality efficiencies
- Rehabilitate and educate customers with regards to their payment profile
- Provide an exceptional customer experience
- Negotiate payments from customers following the call script, within dialler time
- Ensure a professional, polite and efficient service is offered by acting as an ambassador at all times both internally and externally
Requirements
What you'll need to do this role
- Grade 12 / Matric or equivalent
- Minimum of 1 years’ experience within the Collections industry in a Contact Centre environment
- Must be computer literate (Email, Internet, Word and Excel)
- Proven track record in problem solving whilst constructively managing conflict and disputes
Behaviours we love
- Wow my customer
- Walk in my customers’ shoes
- Deliver on my promises
- Deliver insight-led solutions my customers need
- treat the business as my own
- Take accountability
- Be curious, creative & explore opportunities
- Do it right & at the right time
- play as a team
- Be helpful
- Be inclusive
- Find the fun
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Description
Purpose of the role
The ideal candidate for this role will be responsible for converting customers visiting the showroom into a sale through tangible product demonstration meeting the sales targets and for facilitating order captures, documentation gathering and administration. You will need to ascertain our customers immediate need and have clear direction on product pricing and offers as aligned to catalogue to be able to sell features and benefits of each product and category. You will also provide customer query resolution as well as capture customer payments and refunds / credits.
Manage the customer journey account opening and order processing
- Ensure Customers are greeted on entry. Ensure that her immediate need is ascertained
- Ensure products are visually displayed as in that of the catalogue
- NTF customers are to be encouraged / incentivised to open an account
- Ensure pricing is correct on product and ascertain customers ATB
- Provide customer assistance with regards to instalment payments, query resolution, order processing and goods returned
- Ensure that the customer services and support service level agreements are in place and are achieved
- Ensure a professional, polite, and efficient service is offered by acting as an ambassador
- Ensure customers are assisted at self -help kiosks
- Facilitate daily administration duties aligned to customer service, vetting, order and query resolution
- Ensure you meet business objectives whilst maintaining a high level of customer satisfaction when marketing and creating Showroom awareness
Product knowledge and pricing management
- Ensure that you are up to date with the catalogue and HomeChoice Products specific to your product category
- Ensure that you are aware of product features and benefits, including Electronics, and are able to sell with conviction
- Ensure sufficient and up to date training is driven by yourself with regards to products featured as well as fully informed around insurance, legalities etc.
- Ensure that you are aware of any competitor products and understand how to up sell
- Ensure that pricing and offers are aligned to catalogue and price changes/ offers are actioned accordingly
- Visual Merchandising & Housekeeping
- Ensure that products are visually merchandised in accordance to VM policy
- Ensure housekeeping standards are adhered to in accordance with policy
- Meet operational efficiencies Consistently reach performance targets and standards relating to productivity, adherence, turnaround time and quality
- Always ensure that any outstanding tasks are up to date
- Adhere to all service level agreements Constantly and proactively communicate ways to improve efficiencies in our performance, procedures and systems
- Ensure compliance standards and legislative requirements are adhered to and met against agreed quality benchmarks
- Always make sure that the correct information is relayed to customers
- Acquire and accurately capture all necessary information
- Ensure current catalogues and order forms or consistently in stock and displayed accordingly
- Ensure that you are 100% versed in daily operations with regards to click & collect procedure
- Ensure a professional, polite and efficient service is offered by acting as an ambassador
Provide an exceptional customer experience
- Take responsibility by ensuring that advice is always given in the customers best interest
- Handle objections appropriately to ensure that positive results are achieved whilst maintaining customer satisfaction
- Continuously work towards improving the customer experience and service delivery
Adhere to quality standards
- Always make sure that the correct information is relayed to customers
- Acquire and accurately capture all necessary information
- Ensure that all admin and reporting is conducted timeously and in accordance with required processes and procedures
- Adhere to policies, procedures and all business standards and requirements
- Ensure that your appearance is aligned to staff policy, are wearing staff uniforms & name badges as supplied by HomeChoice
- Housekeeping
- Dusting of displays
- Wiping of CS and Customer touch point areas (Covid hourly)
- Mopping of floors
- Sweeping of floor
- Vacuuming of floor
- New Business activatons
- Influence the public to increase feet into your store. Engage the public on product and campaigns
- Goods returns & administration
- Manage Customer returns administration and stock returns to WFS /GR book audits
WFS Feedback
- Process GR – Refunds / Credit Customer"
- Assessment process completion
- Ensure that Assessments are documented on customers account
- See that assessments are posted and collected timeously"
- Stock managementStock orders, taking constraints into consideration such as storage space and stock on hand
- Assembling of goods delivered for Showroom floor
- Maintaining Stockroom according to Business standards
- Replenishing of Spares for breakages
- Ensure all Visual Display Stock is scanned in & all paperwork has been signed & filed
- Ensure that floor check & stock take on Click & Collect parcels are done weekly
- Feedback to be sent to Admin Manager & any discrepancies reported
- Ensure that monthly Click & Collect figures are sent to HCDC Inventory Manager
- Ensure daily duties as per Stockroom roster is adhered to
- Ensure all POD’s are captured & Click Collect parcels aged stickers are completed & pasted on Click & Collect parcels
- Ensure all Click & Collect parcels are scanned same day as delivery
- Ensure delivery note of Click & Collect is passed onto Showroom Salvage staff to contact customers for collection daily
- Ensure that Stockroom housekeeping standards are kept
- Ensure all GR’s are accounted & sent to HCDC daily
- Ensure all communication regarding stock is emailed to HCDC & Showroom Management
- Ensure Security is present when deliveries take place
- Ensure that security surrounding opening and closing procedure is adhered to as well as security in general is consistently communicated to staff, run monthly emergency procedures to ensure staff are equipped to deal with any security issues
- Administration & Reporting
- Receipting deliveries from DC
- Receipting goods return with Security
- Liaising with Admin Manager on Parcels for Click & Collect
- Overseeing stock transfers to and from the DC as per policy
- Ensure Stock Take are completed regularly in line with set KPA’s
Requirements
- Grade 12/Matric (Minimum Required)
- 1 year Years experience in retail
- Must be available to work shifts, weekends and public holidays
- Working in the homewares retail industry would be advantageous
Attribute & Behavior's
- Energetic with a positive attitude
- Persuasive skills
- Ability to work independently as well as within a team
- Excellent communication skills
- Good analytical ability and attention to detail
- Resilient and change orientated
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Description
Store Supervisor will be responsible to coordinate and manage all administrative procedures and systems ensuring a strong internal control environment through the implementation of policies; procedures, Standard Operational Procedures and Self Audit process.
Drive Operational Efficiencies
- Financial stock take planning and execution
- Ensure Showroom Processes (Inventory, Receiving and Frontline) are adhered to and aligned to legal regulations
- Ensure Showroom merchandise is aligned to current catalogue product offering
- Ensure products are visually merchandised as per the guidelines
- Ensure stock is managed by ensuring accurate receipting and maintenance of floor stock
- Manage the productivity of the Showroom in all areas and drive sales
- Deliver adequate and timely action plans and monitor progress to address and resolve deficiencies
Stock Management
- Ensure efficient stock control process to allow the store to have the right amount of stock in the right place at the right time
- Responsible for stock taking /counts within the store
- The size and number of surpluses and deficiencies revealed by stocktaking to be shared with ROM and Head of Showrooms to measure the efficiency of the storekeeping, control and procedures in general.
Cash Management
- Ensure efficient cash handling process (counting, recounting,
- reconciling discrepancies, making deposits)
- Investigate cash shrinkage, counterfeit currencies, safe and bank discrepancies
- Reduce cash exposure to avoid robberies/Burglaries
- Track cash flow between POS and safe
People Management
- Conduct adequate training on the internal controls. Build knowledge and understanding of risks in store. Provide coaching and guidance to ensure maximum efficiency and compliance.
Reporting
- Deliver adequate and timely reporting on the internal control framework and deficiencies
SHORTAGE
- Target
- Internal Audit Score
- Target
HEALTH AND SAFETY COMPLIANCE
- Ensure safe working environment by following and adhering to OHASA regulations (The Law provides guidelines in the appointing and training of Safety Representatives, Evacuation Marshals, Fire Fighting, First Aid, Evacuation drills and procedures and Safety Signage).
- Ensure staff is trained adequately on Occupational Health and Safety methods and accident/incident prevention to be effective in preventing mishaps in the workshop.
- Ensure the Occupational Health and Safety training is undertaken by accredited training institutions and trainers and refresher courses conducted periodically as per the requirements set out by the OHASA Laws and Regulations.
- Asset Register
- Ensure store have a detailed list compiled of all business assets
- Ensure stores record the movement of assets
- Implement control sheets to monitor movements of electronic devices such as Ipads, pargo devices
Requirements
- Grade 12/Matric/NQF 4 - Minimum (Required)
- Min 5 years’ experience in Compliance and Admin Management
Attribute & Behaviours
- Energetic with a positive attitude
- Persuasive skills
- Ability to work independently as well as within a team
- Excellent communication skills
- Good analytical ability and attention to detail
- Resilient and change orientated
go to method of application »
Description
Store Supervisor will be responsible to coordinate and manage all administrative procedures and systems ensuring a strong internal control environment through the implementation of policies; procedures, Standard Operational Procedures and Self Audit process.
Drive Operational Efficiencies
- Financial stock take planning and execution
- Ensure Showroom Processes (Inventory, Receiving and Frontline) are adhered to and aligned to legal regulations
- Ensure Showroom merchandise is aligned to current catalogue product offering
- Ensure products are visually merchandised as per the guidelines
- Ensure stock is managed by ensuring accurate receipting and maintenance of floor stock
- Manage the productivity of the Showroom in all areas and drive sales
- Deliver adequate and timely action plans and monitor progress to address and resolve deficiencies
Stock Management
- Ensure efficient stock control process to allow the store to have the right amount of stock in the right place at the right time
- Responsible for stock taking /counts within the store
- The size and number of surpluses and deficiencies revealed by stocktaking to be shared with ROM and Head of Showrooms to measure the efficiency of the storekeeping, control and procedures in general.
Cash Management
- Ensure efficient cash handling process (counting, recounting,
- reconciling discrepancies, making deposits)
- Investigate cash shrinkage, counterfeit currencies, safe and bank discrepancies
- Reduce cash exposure to avoid robberies/Burglaries
- Track cash flow between POS and safe
People Management
- Conduct adequate training on the internal controls. Build knowledge and understanding of risks in store. Provide coaching and guidance to ensure maximum efficiency and compliance.
Reporting
- Deliver adequate and timely reporting on the internal control framework and deficiencies
SHORTAGE
- Target
- Internal Audit Score
- Target
HEALTH AND SAFETY COMPLIANCE
- Ensure safe working environment by following and adhering to OHASA regulations (The Law provides guidelines in the appointing and training of Safety Representatives, Evacuation Marshals, Fire Fighting, First Aid, Evacuation drills and procedures and Safety Signage).
- Ensure staff is trained adequately on Occupational Health and Safety methods and accident/incident prevention to be effective in preventing mishaps in the workshop.
- Ensure the Occupational Health and Safety training is undertaken by accredited training institutions and trainers and refresher courses conducted periodically as per the requirements set out by the OHASA Laws and Regulations.
- Asset Register
- Ensure store have a detailed list compiled of all business assets
- Ensure stores record the movement of assets
- Implement control sheets to monitor movements of electronic devices such as Ipads, pargo devices
Requirements
- Grade 12/Matric/NQF 4 - Minimum (Required)
- Min 5 years’ experience in Compliance and Admin Management
Attribute & Behaviours
- Energetic with a positive attitude
- Persuasive skills
- Ability to work independently as well as within a team
- Excellent communication skills
- Good analytical ability and attention to detail
- Resilient and change orientated
go to method of application »
Description
The ideal candidate for this role will be responsible for the overall management and day to day operations of the HomeChoice Showroom Retail Space
Here’s what you can expect to be doing in the role: (key responsibilities / KPA’s)
- To manage sales objectives and operational efficiencies
- Stock management in line with stock procedures , customer and visual display stock
- To ensure all instore communication is communicated accurately throughout the showroom
- Cash management
- Execution and implementation of monthly promotion and displays
- Security – management of store and well-being of staff
- To ensure all category specialists are fully trained
- Ensure that monthly intake and NSV targets are achieved
- To ensure that an exceptional customer experience is consistently achieved
- Stockroom management , minimizing GRs and cancellations
- Manage housekeeping
- Reporting
- People Management
- Projects
Requirements
A little about who you are: (skills and years’ experience)
- A relevant tertiary qualification – Sales & Marketing
- Minimum of 5 years’ working experience within retail industy
- Working in the homewares retail industry would be advantageous
- Minimum 5 years’ experience in leading a team within a sales target driven environment
- MS Office packages
- Must be available to work shifts, weekends and public holidays
- Clear credit and criminal record
You will have mastered these traits: (attributes & behaviors)
- Ethical and professional self-starter with high energy levels
- Excellent planning and organizational skills with a customer centric attitude
- Natural leader with the ability to mentor and inspire
- Deadline and target driven with great attention to detail
- Excellent communication and motivational skills with the ability to communicate at all levels
- Ability to work well under pressure and manage stress effectively
- Adaptable, flexible with loads of initiative
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Description
The Data Analyst will manage, configure, and monitor outbound dialling campaigns to achieve maximum results. You will be responsible for analyzing dialler metrics to identify trends, patterns, and insights that can be used to inform business decisions. You will possess strong analytical skills, experience in campaign management, and a solid understanding of dialer systems. You will be responsible for reporting campaign performance and areas of improvement to business units to ensure targets and KPIs are achieved.
What you will love doing in this role
- Responsible for planning outbound dialler campaigns (with assistance from Call Centre OPS and Marketing) and then managing the effective execution and monitoring of these outbound dialling campaigns.
- Responsible for Preparing monthly Cycle forecasting (Resources and Connects) with the Call Center OPS team to meet revenue and available resources and raise any risk to revenue in daily dialler ops meetings.
- Work with the Call Centre OPS team to prepare and agree on a daily calling plan and then be responsible for the execution of the daily plan.
- Responsible for preparing the campaign reporting pack for the daily dialler OPS meeting with the dialler team and ensuring data accuracy in reports.
- Responsible for ensuring that logged support tickets (to internal and external support partners) are resolved effectively and within SLAs.
- Responsible for performance dialler file analysis on new cycle files and raising any data concerns with stakeholders.
- Support Call Centre OPS with any IT-related workstreams/projects/issues that arise in the call centre.
- Develop and implement strategies to optimize campaign performance, such as adjusting dialling modes or pacing
- Develop reports and dashboards using dialer reporting tools to track key metrics and trends.
- Stay up to date with emerging trends and best practices in outbound dialling campaigns.
- Present findings and recommendations to stakeholders in a clear and concise manner
- Collect, analyze, and interpret campaign datasets to identify trends, patterns, and insights
Requirements
What we will love about you
- Strong technical understanding of dialer systems, including predictive dialers, power dialers, automated voice messaging and strong analytical skills with an attention to detail.
- Proficiency in dialer reporting for ViciDial or Presence
- Experience in campaign management, including planning, execution, and optimization.
- Knowledge of dialer systems and campaign management
- Ability to work independently and as part of a team.
- Excellent communication and presentation skills
- Strong problem-solving skills
- Proficiency in SQL, MySQL and Excel - Intermediate
- Proficiency in configuring and managing dialer systems, creating dialing rules, and optimizing campaigns.
- Analytical skills to analyze campaign data and metrics and make data-driven decisions.
- Ability to prioritize and manage multiple tasks simultaneously
What you will need to do the job
- Grade 12 is required.
- A tertiary qualification in a related field such as computer science, data analysis or business management is a plus
- At least 3 years of experience in dialer campaign management or a related field
- At least 3 years of experience in configuring and supporting VicDial or Presence
- At least 3 years of experience in writing SQL queries/stored procedures and performing data extracts using MS SQL, MySQL or other relational database management tools
- Exposure to software programming languages and Agile process is a plus
- Team management experience is a plus
- High to expert-level proficiency in Excel is required
Behaviours we love
- Wow my customer
- Walk in my customers’ shoes
- Deliver on my promises
- Deliver insight-led solutions my customers need
- Treat the business as my own
- Take accountability
- Be curious, creative & explore opportunities
- Do it right & at the right time
- Play as a team
- Be helpful
- Be inclusive
- Find the fun
Method of Application
Use the link(s) below to apply on company website.
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