Fidelity Services: Contact Centre Sales Agents
Company: Fidelity Services Group
Location: Midrand, South Africa
Closing date: 31 October 2024
Responsibilities:
- 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.
- Qualify and call on all “new leads”
- Attempt to book appointments with both RELOC/RECON Customers.
- Schedule appointments in Sales Consultants dairies
- Receive and process moving cancellations
- 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
Requirements:
- 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
Skills and Competencies:
- 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