Contact Centre Sales Agent - Level 2 - Midrand at Fidelity Services Group

QUALIFICATION & EXPERIENCE:

• Grade 12 or equivalent
• Knowledge of customer service principles and practices
• Telephonic Sales Support
• Knowledge of administrative procedures
• Knowledge of security industry beneficial
• Fully bilingual

JOB REQUIREMENTS & OTHER ATTRIBUTES:

• Computer literate (MS Office, Listener, Outlook, Internet)
• Customer focused
• Driven for results
• Ability to achieve set goals
• Excellent communication skills (verbal & written)
• Manage conflict & problem-solving skills
• Interpersonal skills
• Listening skills
• Initiative
• Adaptability
• Stress tolerance
• Self Motivated
• Passion for Service Excellence
• Ability to multitask
• Able to work accurately & efficiently with attention to detail

MAIN PURPOSE OF JOB:

• To collect, capture, analyse and process all moving cancellation requests with the main focus on ensuring maximum customer retention.
• Booking of appointments with Relocation and Reconnecting Customers.
• Managing of Diaries for Sales Consultants
• Scheduling of system removals
• To ensure Credits and refunds is processed if needed on a daily basis
• To ensure all BOC is processed if needed on a daily basis
• To ensure all admin is completed on a daily basis
• The overall purpose is to ensure that there are no delays in setting appointments for consultants and communicating such appointments with the consultants and Customers.
• The Incumbent should ensure the effective and efficient management of sales leads and receiving feedback from Sales Consultants regarding the outcome of appointments.
• The incumbent will be required to ensure that all moving cancellation requests received are processed as per the customer’s requirement and in line with ADT’s SOP’s.  The incumbent will also vigorously attempt to obtain both RECON/RELOC customers details and book appointments for Sales Consultants to meet with RECON/RELOC customers.
• Further duties require daily capturing of moving cancellations, scheduling of appointments for Sales Consultants on Custsat/Opens cape and Listener with regular follow-up with Customers and Sales Consultants to ensure customer satisfaction.

KEY PERFORMANC AREAS:
PROCESSING OF MOVING CANCELLATIONS, BOOKING OF APPOINTMENTS, CLIENT LIAISON AND ADMINISTRATION. 

• Receive and process moving cancellations

If no new owner details is obtained to allocate/create an Pro-Mo lead and follow-up date

• Qualify and call on all “new leads”
• Attempt to book appointments with both RELOC/RECON Customers.
• Schedule appointments in Sales Consultants dairies

Follow up on all unclosed leads

• Handle calls or inquiries from customers who wish to cancel their service when moving properties

Keep internal and external customers informed at all times of what the status is in their relocating process

• Keep accurate records of discussions or correspondence with customers
• Communicate and coordinate with internal departments and or branches
• Record cancellations and appointments on Customers at, Sales Consultants Diaries and Listener
• Ensure that where Reconnections are not possible system removals are booked
• Analyze statistics or other data as required by management
• Processing BOC
• Booking of Pro-Mo leads