![Fidelity Services Group](https://contents.bebee.com/companies/za/fidelity-services-group/avatar-CexFo.png)
Contact Centre Sales Line 2 Agent
2 weeks ago
Overall Purpose of the Job:
Minimum Qualifications and Experience:
- Matric/ Grade 1
- 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 requests
- Handle 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's
- Provide Feedback to Customers and always contact via telephone call as first point of contact
- Keep 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 branches
- Ensure that where Reconnections are not possible system removals are booked
- Qualify and call on all "new leads"
- Attempt to book appointments with both relocation and reconnection Customers.
- Schedule appointments in Sales Consultants' dairies
- Follow up on all open leads
Behavioral 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 solving
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