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Contact Centre Sales Line 2 Agent

3 months ago

Cape Town, Western Cape, South Africa Fidelity Services Group Full time

Overall Purpose of the Job:
Support and provide superior service to internal and external customers via phone, email and face to face for walk in customers to ensure FADT retain all clientsMinimum Qualifications and Experience:

  • Matric/ Grade 12
  • A minimum of 2years customer service/sales experience in a call centre environment (with sales lead generation experience

Main Duties and Responsibilities:

Processing of Moving Cancellations:
Handling Queries and Cancellations for both Dealer, IIP and In-House customers.
Handle all cancellation requestsHandle all client queries relating to possible cancellations

Client Liaison:
Ensure all call backs and follow ups are concluded first thing each morning, every day on all pending'sProvide Feedback to Customers and always contact via telephone call as first point of contactKeep internal and external customers informed at all times of what the status is in their relocation process

Administration and General:
Ability to comprehend, capture and interpret basic customer information.
Ensure that all queries receive are responded to and resolved or escalated internally (if needed) and correct processes followed.
Assist with call overflow from Level 1 Agents as and when required to maintain service levels.

Communicate and coordinate with internal departments and or branchesEnsure that where Reconnections are not possible system removals are bookedQualify and call on all "new leads"Attempt to book appointments with both relocation and reconnection Customers.

Schedule appointments in Sales Consultants' dairiesFollow up on all open leadsBehavioral Competencies:

  • Customer focus
  • Ability to adapt to change
  • Understanding others
  • Written communication
  • Listening
  • Drive for results
  • Decision Quality
  • Professionalism
  • Informing and communicating
  • Admin skills
  • Peer relationships
  • Patience
  • Problem solvingWe reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team.

Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.

Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.

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