Fidelity Services: Contact Centre Sales Agents

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