REPORTS TO: Contact Centre Sales Manager
BASED IN: Inland Region (Midrand)
QUALIFICATION & EXPERIENCE: Grade 12 or equivalentKnowledge of customer service principles and practicesTelephonic Sales SupportKnowledge of administrative proceduresKnowledge of security industry beneficialFully bilingualJOB REQUIREMENTS & OTHER ATTRIBUTES: Computer literate (MS Office, Listener, Outlook, Internet)Customer focusedDriven for resultsAbility to achieve set goalsExcellent communication skills (verbal & written)Manage conflict & problem-solving skillsInterpersonal skillsListening skillsInitiativeAdaptabilityStress toleranceSelf MotivatedPassion for Service ExcellenceAbility to multitaskAble to work accurately & efficiently with attention to detailMAIN PURPOSE OF JOB: 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 are 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 SOPs. 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/Openscape and Listener with regular follow-up with Customers and Sales Consultants to ensure customer satisfaction.KEY PERFORMANCE AREAS: Processing of moving cancellationsBooking of appointmentsClient liaison and administrationIf no new owner details are obtained: Allocate/create a Pro-Mo lead and follow-up date.Qualify and call on all "new leads".Attempt to book appointments with both RELOC/RECON Customers.Schedule appointments in Sales Consultants' diaries.Follow up on all unclosed leads: Handle calls or inquiries from customers who wish to cancel their service when moving properties.Keep internal and external customers informed at all times of what the status is in their relocating process: 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.We 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. Whilst black female candidates will be given priority as per our transformation policy subject to the above criteria. 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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