Contact Centre Sales Line 2 needed at Fidelity Services Group

Overall Purpose of the Job:

• Support and provide superior service to internal and external customers via phone, email and face to face for walk in customers to ensure FADT retain all clients 

Minimum Qualifications and Experience:

• Matric/ Grade 12
• A minimum of 2years customer service/sales experience in a call centre environment (with sales lead generation experience.

Main Duties and Responsibilities:

Processing of Moving Cancellations:

• Handling Queries and Cancellations for both Dealer, IIP and In-House customers.
• Handle all cancellation requests
• Handle all client queries relating to possible cancellations

Client Liaison:

• Ensure all call backs and follow ups are concluded first thing each morning, every day on all pending’s
• Provide Feedback to Customers and always contact via telephone call as first point of contact
• Keep internal and external customers informed at all times of what the status is in their relocation process

Administration and General:

• Ability to comprehend, capture and interpret basic customer information.
•  Ensure that all queries receive are responded to and resolved or escalated internally (if needed) and correct processes followed.
• Assist with call overflow from Level 1 Agents as and when required to maintain service levels.
• Communicate and coordinate with internal departments and or branches
• Ensure that where Reconnections are not possible system removals are booked
• Qualify and call on all “new leads”
• Attempt to book appointments with both relocation and reconnection Customers.
• Schedule appointments in Sales Consultants’ dairies
• Follow up on all open leads

Behavioral Competencies:

• Customer focus
• Ability to adapt to change
• Understanding others
• Written communication
• Listening
• Drive for results
• Decision Quality
• Professionalism
• Informing and communicating
• Admin skills
• Peer relationships
• Patience
• Problem solving