Contact Centre Sales Agent: Level 2 - Fidelity Services Group

Overall Purpose of the job:

To collect, capture, analyse and process all moving cancellation requests with the main focus on ensuring maximum customer retention. Booking appointments with relocation and reconnecting customers. Managing diaries for sales consultants and scheduling of system removals.

The overall purpose is to ensure that there are no delays in setting appointments for consultants and communication such as appointments with 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 details and book consultants to meet with recon customers

Main duties & Responsibilities:

• Receive and process moving cancellations
• If new owner details are obtained to allocate/create a Pro-Mo lead and follow the update
• Qualify and call on all new leads
• Attempt to book appointments with both reloc/recon customers
• Schedule appointments in sales consultant’s diaries
• Follow up on all unclosed leads
• Handle calls or inquiries from customers who wish to cancel their service when moving to new properties
• Keep internal and external customers informed at all times of what the status of 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, sales consultants diaries and listener
• Ensure that where reconnections are not possible system removals are booked
• Analyse statistics or other data as required by management

Behavioural Competencies:

• Customer-focused
• Driven for results
• Ability to achieve set goals
• Excellent communication
• Manage conflict and problem-solving skills
• Interpersonal skills
• Listening skills
• Initiative
• Adaptability
• Stress tolerance
• Self-motivated
• Passion for service excellent
• Ability to multi-task
• Able to work accurately and efficiently
• Attention to detail

Minimum qualifications and experience:

• Grade 12
• Knowledge of customer service principles and practices
• Telephonic sales support
• Knowledge of administrative procedures
• Knowledge of the security industry
• Bilingual