Contact Centre Sales Agent - Level 2
Company: Fidelity Services Group
Division: Fidelity ADT
Location: Midrand, Gauteng
Job Type: Permanent
Posted: 11 March 2025
Closing Date: 14 March 2025
Job 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
- Experience in telephonic sales support
- Knowledge of administrative procedures
- Knowledge of the security industry (beneficial)
- Fully bilingual
Job Requirements & Other Attributes:
- Computer literate (MS Office, Listener, Outlook, Internet)
- Customer focused
- Driven for results and goal achievement
- Excellent verbal and written communication skills
- Strong conflict resolution and problem-solving skills
- Good interpersonal skills and active listening
- Initiative and adaptability
- Stress tolerance
- Self-motivated with a passion for service excellence
- Ability to multitask and work accurately with attention to detail
Main Purpose of Job:
The main focus of the role is to collect, capture, analyze, and process all moving cancellation requests while ensuring maximum customer retention. The incumbent will also manage diaries for sales consultants, schedule system removals, process credits and refunds as needed, and handle the overall administration of the cancellation process.
Key Responsibilities:
- Receive and process moving cancellation requests
- Book appointments with relocation and reconnecting customers
- Manage sales consultants' diaries and ensure efficient appointment scheduling
- Follow up on unclosed leads and ensure customer satisfaction
- Handle inquiries from customers wishing to cancel services when moving
- Maintain accurate records of discussions or correspondence with customers
- Coordinate with internal departments or branches to resolve issues
- Record cancellations and appointments in relevant systems
- Process BOC (Billing Operations Communication) and book Pro-Mo leads
Key Performance Areas:
- Processing Moving Cancellations: Ensure moving cancellations are accurately processed and follow up on new owner details if applicable.
- Booking Appointments: Schedule appointments with relocation/reconnection customers and manage diaries for sales consultants.
- Client Liaison: Maintain communication with internal and external customers regarding their relocation status.
- Administration: Ensure all necessary administrative tasks are completed on time, including capturing cancellation data and booking appointments.
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