Job Vacancies at Fidelity Services Group

• Answer inbound calls on switchboard; attend to visitors at front reception and assist with administrative duties.
• Answering Switchboard and direct calls
• Customer liaison and telephonic enquires
• Attend to visitors and job applicants calling at the office
• Aim for first time resolution
• Ensure that daily target are achieved – on quality and quantity
• Customer focus
• Interpersonal savvy
• Approachability

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Minimum Requirements

• Grade 12, Matric
• Minimum of 3 years experience as a  controller
• Computer literate
• No criminal record.
• PSIRA registered with a Grade C
• Must be fully bilingual
• Experience in Vehicle and radio monitoring highly advantageous
• Valid Drivers Licence required

Key Performance Areas (not totally inclusive)

• Regular communication with vehicles
• Monitoring vehicle on tracking system
• Report writing skills
• Ensure security and manage staff
• Planning of routes and schedules
• Communication with clients and sorting out their queries

Core Competencies

• Organizational skills.
• Interpersonal skills.
• Assertive skills
• Must have good problem solving skills
• Must be highly driven and able to work on his/ her own

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Minimum Requirements

• Matric
• Credit Management or Finance related qualification
• 2-3 Years Collections experience in a high volume consumer environment
• Strong knowledge of Microsoft Office & Excel
• Working knowledge of LSN and SAP
• Strong People & Communication skills

Job Specification

• 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.

Skills and behavioural competencies:

• 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
• Resilient

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Responsibilities

• Source new sales opportunities through inbound lead follow-up and outbound cold calls and emails
• Understand customer needs and requirements
• Cost and quote Clients
• Open Sales order files where needed
• Route qualified opportunities to the appropriate sales consultants for further development and closure
• Close sales and achieve daily, weekly, monthly and quarterly targets
• Research accounts, identify key players and generate interest
• Maintain and expand your database of prospects within your scope
• Team with Sales Consultants to build pipeline and close deals
• Perform effective online discussions on the product and Group offerings

Requirements

• Proven Internal sales experience
• Track record of over-achieving targets
• Strong phone presence and experience dialing dozens of calls per day
• Proficient with corporate productivity and web presentation tools
• Experience working with a CRM system
• Excellent verbal and written communications skills
• Strong listening and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Working knowledge of SAP advantageous
• Vehicle license
• Own vehicle 

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Minimum Requirements:

• Grade A
• Grade 12 / Matric
• Driver's License and own reliable transport
• Must Reside in the Nelspruit Area.
• Computer Literacy in MS Office, CCTV, etc.
• Must be able to work under pressure and for extended hours as and when required
• Strong ability to work shifts
• Work independently and within a team.
• A minimum of 8-10 years’ experience in the Security Industry as a Control Room Manager.
• No criminal record or any Pending Cases.
• Must be reliable and trustworthy.
• Receiving complaints and informing management accordingly.
• Able to exercise and maintain discipline.

Technical Skills

• Alarm Monitoring Platforms: Proficiency in using and managing alarm monitoring systems.
• CCTV Platforms: Extensive knowledge of various CCTV systems, including installation, maintenance, and troubleshooting.
• Hardware Systems: Strong understanding of hardware systems related to surveillance, including cameras, sensors, and recording devices.

Management Skills

• Leadership: Ability to lead and motivate a large team, ensuring high performance and morale.
• Organizational Skills: Excellent organizational abilities to manage schedules, shifts, and resources efficiently.
• Report Writing: Strong skills in writing detailed and accurate reports, including incident reports and performance evaluations.
• Feedback Skills: Proficiency in providing constructive feedback to staff to improve performance and address issues.
• Shift Management: Willingness and ability to manage and work night shifts, as well as being on standby as needed.

Personal Qualities

• Attention to Detail: Keen eye for detail to monitor surveillance feeds and identify potential security issues.
• Problem-Solving: Strong problem-solving skills to address technical issues and operational challenges.
• Communication: Excellent communication skills to interact effectively with staff, management, and external stakeholders.
• Adaptability: Flexibility to adapt to changing situations and handle emergencies calmly and efficiently.
• Integrity: High level of integrity and professionalism, especially in handling sensitive information.

Additional Considerations

• Experience: Prior experience in a similar role or in the security industry is highly beneficial.
• Certifications: Relevant certifications in security management, surveillance systems, or related fields can be advantageous.