Closing Date: 31 October 2024
Division: Fidelity ADT
Business Unit: FADT - Gauteng
Location: Inland Region (Midrand)
Industry: Security and Investigations
Job Functional Area: Sales
Qualification & Experience:
- Grade 12 or equivalent
- Knowledge of customer service principles and practices
- Telephonic sales support experience
- Knowledge of administrative procedures
- Knowledge of the security industry (beneficial)
- Fully bilingual
Job Requirements & Attributes:
- Computer literate (MS Office, Listener, Outlook, Internet)
- Customer-focused and results-driven
- Ability to achieve set goals
- Excellent communication skills (verbal & written)
- Conflict management & problem-solving skills
- Interpersonal and listening skills
- Initiative and adaptability
- Stress tolerance and self-motivation
- Passion for service excellence
- Ability to multitask and maintain accuracy with attention to detail
Main Purpose of Job:
The role involves processing moving cancellation requests while ensuring maximum customer retention. Responsibilities include booking appointments for relocation and reconnection customers, managing sales consultant diaries, and scheduling system removals. The incumbent will also be required to process credits and refunds if necessary and maintain regular communication with both customers and sales consultants.
Key Performance Areas:
Processing Moving Cancellations & Client Liaison:
- Receive and process moving cancellations.
- Create and allocate Pro-Mo leads if no new owner details are provided.
- Qualify and call on new leads and attempt to book appointments.
- Keep accurate records of customer discussions and coordinate with internal teams.
Booking & Scheduling:
- Schedule appointments for sales consultants and follow up on unclosed leads.
- Record cancellations and appointments in the system and ensure reconnections or system removals are handled.
Administration:
- Process BOC (Business Operating Changes) and Pro-Mo leads.
- Ensure that all administration tasks are completed daily.
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