Online Sales Support Agent

Online Sales Support Agent – Silver Lakes
Centurion, Gauteng


Posted 16 August 2021

Job Details

Job Description

We have an exciting opportunity for a young and energetic person to join our Contact Centre.

Duties and Responsibilities:

Online Sales Support:

  • Telephonic and Email support with any queries related to online sales
  • Support to be provided to both staff (if they are uncertain and require assistance) and to customers
  • Be pro-active in identifying possible solutions to make online sales support queries less or response time quicker


  • Access Signio daily.
  • Review all newly submitted Capitec finance applications
  • Submit completed applications to Capitec for approval
  • Phone customers with outstanding documentation and thereafter submit to Capitec for approval. Follow up with the customer until such time that documents are uploaded.
  • Follow up with Capitec
  • Contact customer once an approval is received from Capitec and inform customer accordingly.
  • Match Customer with a sales executive and facilitate and follow up to ensure the transaction is concluded successfully
  • Exception reports must be signed off by either the branch manager or the operations deputy manager and scanned into the Stock Take One drive folder daily.
  • Report all problems before the close of business daily.
  • Complete and share daily private online sales summary before the close of business daily.


  • Provide support to private individuals with any Auction query or enquiry
  • Monitor Auction payments / online deposits on OZOW
  • Contact customers with OZOW payment queries immediately (Payment queries will include abandoned payments and unsuccessful payments)
  • Facilitate online private auction sales transactions
  • Upon receipt of daily auction, receive pro-forma invoice and contact private customer with the highest bid and congratulate them.
  • Once customer has been congratulated match them with a sales executive to invoice and deliver the vehicle.
  • Follow up with Auction transactions to ensure the vehicle is delivered successfully
  • Assist with refunds of private individuals
  • Complete and share daily private auction sales summary before the close of business daily.


  • Provide feedback and resolve as far as possible complaints with regards to online sales, online payments and private auctions.
  • Follow complaints SOP and escalate when necessary.

Additional Tasks:

  • Additional tasks within reason and relevance as deemed fit by your line manager / team leader may be given to you.

Key Performance Indicators:

  • First Call resolution on online sales support
  • Capitec apps submitted daily
  • Capitec conversion rate measured weekly and monthly
  • Complete and share daily online and private auction sales summary with all relevant managers and in all relevant groups.
  • Private auction deals successfully delivered – measured weekly and monthly
  • All daily, weekly and monthly tasks to be completed within agreed parameters.

Key Competencies and Skills

  • Strong verbal and written communication skills
  • Listening skills
  • Problem analysis and problem solving
  • Customer service orientation
  • Team work
  • Stress tolerance

Further requirements:

  • Grade 12
  • Fully bilingual in English and Afrikaans
  • Minimum 2 years experience in a Call Centre

Package related information:

  • 15 Days Annual Leave
  • Momentum FundsAtWorkProvident Fund