Outbound Business Project Agent

2 weeks ago


Johannesburg, Gauteng, South Africa Fidelity Services Group Full time

Title:
Outbound Business Project Agent - CCC Level 2

Reporting to:
Sales Supervisor

Location:
CCC Ulwazi Midrand

Overall Purpose of the role:


To drive new sales, maintain a healthy customer base as well as ensure all existing clients receive service within regards to
_Secure Home, Secure Connect, RiskWatch_ and FindU business.

As well as other new business opportunities that may arise in future.

Achieve the required monthly targets (Loading of OTC FindU contracts and Self-generated FindU contracts).

Updating and driving debit order rejections and fight attrition.

Job Requirements & Other Attributes:

  • PSIRA registered
  • Able to work under pressure, Target driven, Selfmotivated and Innovative
  • Accurate updating of reports
  • Understanding
    _FindU ,Secure Home, Secure Connect_
    _and RiskWatch and new FADT_ products and services
  • Action orientated, planning skills required and Target driven
  • Skills should include: Motivating others, Being customer Centri,c great time management, problem solving, drive for 100% accuracy, drive for Results and able to embrace change.

Main duties:

  • Drive referral campaign ensure 1 hour turnaround time on phoning all referral clients.
  • Drive referral campaign and captured all leads in LSN.
  • Ensure all LSN referral leads have updated status and outcome as well as no appointment reasons updated daily.
  • Drive referral campaign and ensure no contact process always followed with all referrals being phoned 34 times in 48 hours.
  • Achieve a 50% conversion leads to App Rate on referrals for FY2
  • Support all queries sent regarding referrals nationally as and when arise.
  • When assisting with SL
  • Maintain Service Level at 90% for FY2
  • Maintain gross abandonment rate at 3.0% for FY2
  • When assisting with FindU
  • Achieve ask rep to assist referral nothing older than current month
  • Deleting Find-U client from Find-U client cancellation report = All a list is sending Mondays to be completed Mondays
  • Late Moving CXD's for agents no longer in the CCC to be processed including credits and refunds as well as reloc/recon app booking and early termination fee invoice raising were required all to be completed daily.
  • Working on FTT and owing balance client list
  • Working on Open leads = Referral, Facebook, Web, Business partners, lead referrers, POC and MOU's to book appointments or update no appointment reasons.
  • Achieve 4th attempt no contact on all open leads nothing older than current month
  • Capturing of credit and refund requests on three different excel sheets
  • Booking of recon and arranging for driveby's ( Alternating with Erick)
  • Capturing, Handling and courtesy calls to Residential Enquiries from the agency
  • Removing Safe city and Secure fire
  • Courtesy calls for Secure fire /Opting in Fire
  • Testing CRM ( on hold )
  • Maintain lead to appointment at 82% Avg FY2
  • Balance with agency monthly with min balance of 99% for FY2
  • Ensure min 2hour phone back on all web and FB leads, client must be called within 2 hours FY2
  • Improve Web enquiries appointments conversion rate from (Inland 41% to 45% Midyear and 50% by end FY25).
  • Web enquiries: Reduce the average "No contact" Web enquiries from 9% to 5% in FY25


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.



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