Contact Centre Sales Agent L2 at Fidelity Services Group

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