Job Vacancies at Fidelity Services Group

Introduction:

• We looking for an innovative, passionate Leader to join the Contact Centre team and manage Inbound Sales, Web leads, SMS Campaigns, Referral App/Link and New Leads.

Minimum Requirements:

• Grade 12
• Proficient in MS Office packages
• Customer Service experiences is essential
• Understanding of Call Centre policies and practices
• Sales experience in a selling environment preferred
• Technical knowledge on functionality of alarm equipment (control panels, beams, PIR`s etc.)advantageous
• Proven experience in a supervisory position

Other required attributes:

• Outstanding communicated and negotiation abilities
• Proficient in English
• Attention to detail
• Strong people management
• Knowledge of performance evaluation procedures
• Ability to work under pressure
• Ability to multi-task

Job Specification:

People Management:

• Manage a dedicated team of inbound Sales Agents
• Keep track of attendance, daily statistics, paid off / sick days, annual leave taken
• Motivated and encourage Agents through positive communication and feedback
• Hire and on-board new Agents
• Conduct regular performances reviews and arrange training for under performers
• Ensure a safe and harmonious environment

Productivity Management:

• Monitor sales queues and track inbound sales inquiries and appointments
• Ensure all escalation processes are followed according to agreed procedures
• Manage by walking around, Be visible to answer questions and to ensure agent ownership of escalated queries, resolution and follow-up
• Drive new system application utilization in the inbound sales team as and when implemented
• Improve on the management and efficiencies of Web leads and appointment setting
• Investigate ways to upskill Agents in dairy management and call planning
• Coach and train the sales agents to perform detailed pre-call qualifying
• Assist the business with SMS campaigns as and when required
• Ensure call centre Service Level KPI is reached
• Ensure call centre Gross abandonment is reached
• Ensure call centre Adherence KPI is reached
• Ensure call centre Answer time KPI is reached
• Webleads email answer time min 4 hours
• Referral call back times min 1 hour
• Referral no contact process to be followed
• Referral support, investigations and reporting
• Ensure all Webleads received from agency is phoned within 1 hour and captured on web tracker
• Complete today’s work today

Performance Management:

• Ensure that team members are logged into ADT systems on time and for full shift duration
• Manage absenteeism within your team
• Assist with Adhoc requirements and projects
• Ensure SOP compliance and adherence
• Drive customer service assist with customer escalations, visits to reception and customer complaints
• Do investigations as needed by internal partners in the business
• Assist in the formulation of targets for individuals and as a team
• Devise ways to optimise processes and keep Agents motivated
• Keep management informed of issues and problems
• Prepare daily, weekly, monthly annual results and performance schedules
• Adherence and Quality Assurance Management

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Main purpose of job:

• Source and sell armed monitoring and armed response agreements to potential new customers
• Source and sell new and alarm system upgrades, additions to alarm systems, CCTV systems, electric fences to potential customers
• Achieve and exceed monthly sales targets for new customers and hardware sales

Qualification & experience:

• Previous sales experience, with proven track record in sales preferably capital goods sales (not FMCG)
• Knowledge of intruder detection equipment such as IDS, DSC alarm systems is advantageous
• Matric or equivalent

Job requirements & other attributes:

• Self-motivated and energetic
• Selling skills
• Good organisational and time management skills
• Excellent communication (written & verbal), presentation and negotiation skills
• Computer Literate (MS Office, Email and Internet)
• Presentable and of sober habits
• Valid driver’s licence (Advantageous)
• Own reliable vehicle (Advantageous)
• Hunter for new business
• Aptitude for electronic and technical equipment (alarms and alarm monitoring platforms)

Duties:

• Generate and close self-sourced deals
• Follow up on all leads received internally and via telesales
• Sell security solutions to new and existing clients
• Create solid & long-standing relationships with estate agents, builders, architects etc.
• Daily, weekly and monthly reporting
• Motivated to achieve and exceed sale targets
• Maintain all administrative duties pertaining to sales

Performance Standards

• Achieve both targets for revenue sales & for new clients
• Maintain a high standard of relationship with existing Estate clients
• Ensure that all leads and quotes are followed up on time

Competencies (Technical & Behavioural)

• Drive for results
• Action oriented
• Customer focus
• Perseverance
• Functional/Technical skills
• Problem solving
• Technical Learning
• Assertive
• Sense of urgency
• Adaptable

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JOB REQUIREMENTS & OTHER ATTRIBUTES:

• Valid driver’s licence essential
• Must be PSIRA registered (Grade C)
• Sound knowledge of DSC, FBI, CADDX, IDS, Paradox and Telecom systems
• Sound Knowledge of CCTV, Intercom systems and access control advantageous
• Able to work standby as and when required

QUALIFICATIONS & EXPERIENCE:

• Matric
• Minimum 4 years’ experience as an alarm technician
• Previous programming, wiring, installations and fault-finding experience

MAIN PURPOSE OF JOB:

• A Technician at this level is suitably qualified and experienced (to the Company’s standard) to install domestic, commercial and special project ADVANCED alarm systems, as well as ADVANCED CCTV, Intercom, and Access Control systems. He/she can perform on-site programming and testing of such systems and perform advanced fault finding. He/she can also install radio, telephone, GSM & IP communication devices as well as perform integration of these various systems. This individual has a higher level of Computer literacy & skill and has the ability to act in a supervisory role.

 DUTIES

• Perform alarm installations as per quotation
• Program alarm panels / system as per specifications
• Issue clients with quotes on site for additional equipment if necessary
• Plan the cable runs with the wireman
• Obtain customer codes before attending a call daily and when on Standby
• Complete handovers
• Complete invoices and job cards after every installation
• Provide feedback to Manager / Supervisor and Call Centre upon completion of a call
• Ensure that installation corresponds to Sales Rep’s quotation
• Ensure that alarms are programmed according to ADT prescribed standard
• Ensure that the correct details are quoted
• Adhere to Zero Harm requirements at all times
• Ensure that the correct customer details are obtained prior to attending the call
• Ensure that handovers, invoices and job cards are completed accurately and within prescribed standards
• Ensure that feedback is provided timeously to the relevant parties

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Overview:

• To act as a focal point for all matters relating to security in the Boston CID including the day-to-day running of an intricate security solution.

Minimum Qualifications and Experience:

• Matric
• PSIRA Registered Grade A
• Valid Driver’s License
• Valid Firearm Competency
• Computer Literate
• Previous Management Experience (min 5yrs)

Job Specification:

• Managing of operational staff in the area; on the road training; equipment; vehicle accidents / maintenance; shift planning; managing expenses/ overtime
• Managing of vehicles: including vehicle checks, equipment checks, managing of stock, vehicle services, fines, accident management and vehicle tracking
• Attending internal and external meetings as and when required
• Compiling of reports (daily, weekly, monthly, as required by BCID)
• Monitoring of construction sites; conducting street light audits; other requirements as per BCID
• Building and maintaining relationship with internal (sales, technical, etc) as well as external (SAPS, Law Enforcement, community forums, etc) in the area
• Identifying crime trends and arranging operations as required
• Conduct joint operations with SAPS and Law Enforcement on issues pertaining to the CID
• Attending to all crime incidents as well as complaints
• Assist with management or reporting of Monitoring centre hub for Boston CID
• Assist or reporting between Boston CID members and various levels within FADT Management

Behavioural Competencies:

• Leadership ability
• Ability to work under pressure and use initiative
• Organising and Planning
• Problem Solving
• Interpersonal Savvy
• Process Management
• Conflict Management
• Decision quality

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MAIN PURPOSE OF JOB:

•  Collect on outstanding Coastal amounts ensuring good results in: debtors days (DSO), cash collection and reduction of bad debt expense/write off.

KEY PERFORMANCE AREAS:

• Collecting Outstanding debt

QUALIFICATION & EXPERIENCE:

• Matric
• Credit Management or Finance related qualifications
• 2-3 Years Collections experience in a high-volume consumer environment
• Valid Driver’s Licence (Essential)
• Own Transport (Essential)
• Males (Preferable)

JOB REQUIREMENTS & OTHER ATTRIBUTES:

• Strong knowledge of Microsoft Office & Excel
• Working knowledge of LSN and SAP
• Strong People & Communication skills
• Listener experience advantageous

SKILLS AND BEHAVIORAL COMPETANCIES:

• Excellent verbal & written communication skills
• Excellent customer service skills
• Ability to work under pressure & with difficult customers
• Excellent telephone skills
• Computer literate – intermediate Excel skills requirement
• Accuracy & attention to detail essential
• Excellent reconciliation skills
• Attention to detail
• Interpersonal skills
• Consistency
• Resilience

DUTIES:

• Doing site visits to client’s out in the field and to collect overdue amounts.
• Telephonically contact clients with due or overdue amounts in order to obtain payment for the arrears.
• Accurately record notes resulting from outbound calls to clients in the Listener system.
• Ensure that the minimum number of prescribed collection calls are achieved daily.
• Capture debit order resubmissions in the Listener system.
• Verify client information in the Listener system when making contact with clients.
• Convert clients from printed communication to electronic communication.
• Obtain commitment from clients to settle their overdue accounts within the shortest possible period of time.
• Follow up on client payment commitments.
• Issue letters of demand & suspension to clients in accordance with the collection policy.
• Review the regional suspense accounts on a daily basis to identify and transfer client payments not yet allocated to the correct account.
• Request the suspension of overdue accounts where the prescribed number of calls and/or communication has been completed.
• Understand & communicate company policies, collection policies & service specific information to clients.
• Identify the nature of client queries, record the queries in the Listener system (and/or query management tool) & to re-direct the queries to the relevant department/personnel for resolution where the query does not pertain to the Credit Control function.
• Ensure that all forwarded queries are resolved by the relevant departments through constant follow up in order to obtain payment from clients.
• Forward, electronically or printed, copies of client invoices, statements & other relevant documentation as requested by the Contact Centre or by the client directly.
• Address & resolve client queries (where the query pertains to a Credit Control function) identified either through the outbound call process or transferred from the Contact Centre (manually or through the query management tool).
• Communicate the outcome of the resolved query to customers (both internally & externally).
• Accurately prepare various administrative documents including:  credit note requests, transfer of funds, client refunds requests, master data amendments, etc. (electronically and/or written).
• Ensure that all off-setting of receipts & credit notes/debit notes is accurately processed on a daily basis.
• Reconcile (where necessary) accounts with credit balances establishing the reason for the credit balance and making the necessary adjustments (refunds or transfers).
• Ensure individual & departmental collection & bad debt provision targets are consistently achieved.
• Always maintain a high standard of customer service, client courtesy & professionalism when interacting with clients.
• Participate in various ad-hoc projects within the Credit Control Department.
• Ensure a high standard of housekeeping at all times.

PERFORMANCE STANDARDS:

• Reduction in book.
• Ensure that plans are followed.
• Ensure that standard are adhered to.

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Goals

• Ensure an effective operation of the reception function

Description

• First Impression, Face of Company- Presentation and cleanliness of all reception and seating areas.
• Customer centric, Client services focus. Perform help desk functions to all visitors including meet and greet for external meetings and events. Help desk function for all telephonic queries
• Ensure fully functional switchboard service. Up to date telephone extension list circulated monthly
• Telephone etiquette.
• Establish interdepartmental communication with new employees – giving them a tour
• Learn who the new staff members are by gathering information from HR
• Implement 15 minute meetings with new staff members to discuss my role and offer assistance.
• Give them guidance on where to gather information and who would be best suited to assist them should they need assistance.
• Create a PowerPoint presentation describing where new employees can locate a person

Goals

• Manage all training room / Boardroom bookings

Description

• Manage and resolve double / late bookings
• Establish layout of room from booker and implement accordingly
• Establish any catering requests and advise accordingly of requirements that may be needed.
• Manage keys to all training facilities
• Ensure any damages / Breakages are reported and billed to respective responsible person.

Goals

• To Achieve a 90% EHS safe Reception

Description

• Driving EHS procedures by updating and tracking all first aid incidents on a weekly basis
• Implementing personal trackers on staff medication or conditions eg. Heart conditions or allergic to medication etc
• Compile a day to day report on any EHS hazards within reception, Canteen, IT and the training rooms to compile a weekly report that highlights concerns or dangerous risks.
• Advise Reception, IT, Training rooms on a monthly basis how to evacuate in an emergency

Goals

• Achieve 80% same day delivery on all internal and external mail

Description

• Develop excel tracker to support measurement of goal. Introduce email records for parcels that have not been delivered. Track and monitor email for reasons of non-delivery. Ensure that telephone lists are updated with all internal customer information

Goals

• Customer Excellence

Description

• Reception rate me box. Ask external guests waiting to complete the customer experience box. Max 4 questions with 1 comment. To be aligned to marketing.

Goals

• Improve customer service value offering within reception

Description

• Attend mandatory quarterly contact centre training. Agree and document quick wins for implementation in reception.  This will include telephone etiquette.

Goal

• Maintains files and document storage 

Description

• Keeps files /email records in organized fashion so that materials are easily located. Review current reporting tracker, understand and agree on additional duties and ensure tracker is updated accordingly. Trackers updated to be circulated to manager weekly with comments on areas of concern and risk.

Goal

• Manage procurement FEDEX bookings for external mail

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Introduction

• The aim of this position is to capture, process and maintain all information pertaining to client’s services accurately & timeously.

Minimum Requirements

•  Matric
•  2 Years Billing/Data Capturing experience or similar
•  Excellent verbal & written communication skills
•  Computer literate – Excel essential
•  Listener experience advantageous
•  Excellent telephone skills
•  Strong organization and supervisory skills
•  Solid attention to detail to ensure accuracy of information

Job Specification

•  To receive from the admin co-coordinator all contracts, costing sheet and quotations for new and existing clients to capture with extreme care to ensure complete, accurate and reliable information regarding the client.
•  To ensure that the quotation and the costing sheet to be handed to the Technical co-coordinator so that she/he can schedule the appointment for the client.
•  To inform the admin coordinator timeously of all queries or incorrect information found on contract, costing sheet or quotation
•  Ensure that all information is captured without errors, ensuring the accuracy and consistency of the data base which is pivotal to the success of the company.
•  Ensure that all required data is captured correctly on listener.
•  To ensure that all client application forms (CAF) are captured and filed daily.
•  Provide customer record information to Dealers to commence installations and services.
•  Ensure that all original contracts merged with client application forms are handed to the auditor on a daily basis after the clients profile has been captured and updated all other information on listener for all sales channels including Dealer contracts.
•  Due Diligence Calls made to new Dealer clients to verify contract purchases and communicate to the Dealer Administrators
•  Ensure that disciplinary code is adhered to at all times
•  SOP’s must be upheld
•  Meeting and keeping on agreed upon targets-Kemsley
•  Ensure SOX compliance at all times.
•  Review invoices to identify any errors before invoice delivery
•  Maintain and update customers' database.
•  Improvise existing billing procedures to avoid recurrence of errors.
•  Timeous Resolution of internal & external customer queries within the agreed departmental/business unit SLAs;
•  To provide telephonic & written communication (feedback) to bank and region as & when the queries are resolved
•  Ensure that the Big 5 principles are upheld at all times

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Main purpose of job:

• Sell new and upgrade alarm systems, additions, CCTV systems, Electric Fences and link ups to new and existing clients

Qualification & experience:

• Previous sales experience, with proof of sales track record
• Knowledge of DSC, CADDX, IDS alarm systems, advantageous
• Matric

Job requirements & other attributes:

• Computer Literate (MS Office, Email and Internet)
• Excellent communication, presentation and negotiation skills
• Presentable and of sober habits
• Own reliable vehicle
• Valid driver’s license

Duties:

• Follow up on all leads received internally and via telesales
• Sell security solutions to new and existing clients
• Generate and close self-sourced leads
• Forge relationships with estate agents, builders, architects etc.
• Daily, weekly and monthly reporting
• Motivated to achieve and exceed sale targets
• Maintain all administrative duties pertaining to sales

Performance Standards

• Achieve target for revenue sales
• Achieve target for new clients
• Maintain a high standard of relationship with existing Estate clients
• Ensure that all leads and quotes are followed up on time

Competencies (Technical & Behavioural)

• Action oriented
• Customer focus
• Perseverance
• Functional/Technical skills
• Problem solving
• Technical Learning
• Drive for results

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Minimum Requirements:

• Matric certificate, PSIRA Grade A registration and accreditation.
• At least 5 years’ experience in the security industry.
• Working knowledge of ISO 9001:2008 Quality Management and its requirements.
• People management experience.
• Administration, interpersonal communication and client liaison skills are required.
• Strong planning, leadership, organisational skills as well as good interpersonal and communication skills are essential.
• Computer literacy on Microsoft Programs.
• Own reliable transport and valid Driver’s Licence is required.
• Key Performance Areas: (not totally inclusive):
• Ensuring that contractual requirements are met as stipulated by the Client.
• Maintaining good relations between Fidelity Cash Solutions and the Client with regard to services rendered.
• Constantly evaluating the service levels provided and making recommendations to the Client regarding the improvement of services.
• Ensuring that Cash in Transit staff maintains required performance at all times.
• Dealing with all required administration matters.
• Liaising daily with Branch management on various operational issues.
• Submitting relevant weekly / monthly incident and general reports as required by Senior Management.

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Job Description

• A Site Security Manager position is vacant, based on site in Alberton, reporting to the Johannesburg South Area Manager. The overall purpose of this position is to ensure that all contractual agreements are adhered to and that the Client’s needs are efficiently and professionally met at all times.

Minimum Requirements

• Matric certificate
• Psira Grade A registration and accreditation.
• At least 3 years’ logistics and warehouse experience.
• At least 10 years’ Management experience.
• At least 5 years Security Management experience
• Working knowledge of ISO 9001:2000 Quality Management and its requirements.
• People management experience.
• Sound planning, administration, interpersonal communication and client liaison skills are required.
• Strong planning, leadership and organizational skills as well as good interpersonal and communication skills are essential.
• Computer literacy on Microsoft Programs.
• Own reliable transport and valid Driver’s License is required.
• No Criminal Record.

Key Performance Areas: (Not totally inclusive):

• Constantly evaluating risks / threats and making recommendations to the Client to counter these.
• Ensuring that contractual requirements are met as stipulated by the Client.
• Maintaining good relations between Fidelity Security Services Group and the Client with regard to security services rendered.
• Managing the response and investigation of serious incidents such as theft from premises, vehicle theft, armed robberies, breaking and entering etc.
• Liaising daily with Operations management on various operational issues.
• Submitting relevant weekly / monthly incident and general reports as required by Fidelity Management and client..
• Assisting the Fidelity Operations Management and Client in special events, adhoc requests and any and all investigations.
• Dealing with all required administration matters.
• Ensuring that all shifts are covered on a daily basis.

Skills required:

• Strong planning skills
• Leadership skills
• Organizational skills
• Good interpersonal skills
• Communication skills
• Analytical, Critical Thinking skills.

Other personality attributes:

• Ability to meet strict deadlines.
• High methodical working methods are required.
• Attention to details.
• Ability to liaise professionally with personnel at all levels.
• Ability to work without supervision and under pressure.