Page 394 - JobsPlus - Occupational Handbook

related qualifications may be required. Training programmes include:
• Diploma in Business (MCAST) (MQF Level 3)
For further details on specific entry requirements, it is advisable to consult the respective educational institution’s website.
Qualifications awarded by foreign bodies need to be recognised or pegged with a particular MQF Level by the MQRIC office within NCFHE.
For related training offered by educational institutions, including Jobsplus, it is advisable to consult the list of accredited courses on the NCFHE website.
On-the-job training is usually offered by the employer.
Knowledge and skills
Contact Centre Salespersons are expected to have:
• Knowledge of the product or service they are promoting
• The ability to explain technical information in everyday language
• Knowledge of competitors’ services
• The ability to reach sales targets (where
applicable)
• Selling skills and techniques, including the
ability to upsell
• The ability to build long-lasting business
relationships
• Telephone skills, including the ability to
speak clearly
• Typing skills
• The ability to understand the needs of
different customers
• The ability to negotiate and persuade
Transferable skills should include:
• Interpersonal skills
• Written and verbal communication skills in
Maltese and/or English
• Numeracy skills
• IT skills
• Customer care skills
• Problem solving and decision making skills • Time management and multitasking skills
• The ability to work independently and as part
of a team
Additional qualities
These may include:
• A flair for sales
• A high level of motivation and drive
• A sense of initiative
• A sociable personality
• A well-groomed appearance
• Assertiveness
• Charisma
• Confidence
• Diligence
• Efficiency
• Enthusiasm
• Flexibility
• Patience
• Trustworthiness
Related career opportunities
• Call Centre Manager
• Call Centre Team Leader
• Contact Centre Information Clerk
• Customer Care Representative
• Market Research Interviewer
• Retail Sales Assistant
• Sales Executive
Jobsplus
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