Contact Centre Sales Agent - Midrand, South Africa - Fidelity Services Group

Fidelity Services Group

Verified Company

Midrand, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

REPORTS TO:
Contact Centre Sales Manager

BASED IN:
Inland Region (Midrand)

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 & problemsolving 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 followup 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

**_Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate._