Contact Centre Sales Agent Level 2– Midrand

Fidelity Services Group; Gauteng; On-site; ZAR 150,000 - 200,000; Full time

Job summary

A leading company in the services sector is seeking a customer service representative to support both internal and external clients. The role involves ensuring customer satisfaction through effective communication and administrative tasks. The ideal candidate will have experience in handling queries and providing prompt solutions in a busy call center environment.

Qualifications

• Minimum of 2 years customer service/sales experience in a call centre environment.
• Experience in sales lead generation.

Responsibilities

• Process moving cancellations and handle queries related to cancellations.
• Provide feedback to customers via telephone and ensure follow-ups.
• Assist with call overflow from Level 1 Agents.

Skills

Customer focus

Written communication

Listening skills

Problem solving

Education

Matric/Grade 12

Job description

Overall Purpose Of The Job

Support and provide superior service to internal and external customers via phone, email, and face-to-face interactions for walk-in customers to ensure FADT retains all clients.

Minimum Qualifications And Experience

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

Main Duties And Responsibilities

• Processing of Moving Cancellations:
• Handling queries and cancellations for Dealer, IIP, and In-House customers.
• Handling all cancellation requests and client queries related to possible cancellations.
• Client Liaison:
  • Ensure all callbacks and follow-ups are completed each morning on pending cases.
  • Provide feedback to customers, primarily via telephone contact.
  • Keep internal and external customers informed of the status of their relocation process.
• Administration and General:
  • Ability to understand, capture, and interpret basic customer information.
  • Respond to all queries, resolving or escalating as needed, following correct processes.
  • Assist with call overflow from Level 1 Agents to maintain service levels.
  • Coordinate with internal departments and branches.
  • Book system removals where reconnections are not possible.
  • Qualify and follow up on all new leads.
  • Attempt to book appointments with relocation and reconnection customers.
  • Schedule appointments in Sales Consultants' diaries.
  • Follow up on all open leads.

Behavioral Competencies

• Customer focus
• Ability to adapt to change
• Understanding others
• Written communication
• Listening skills
• Drive for results
• Decision quality
• Professionalism
• Effective communication
• Administrative skills
• Peer relationship management
• Patience
• Problem solving

We reserve the right not to make an appointment to any advertised position. Preference is given to existing employees and merit-based selection. We encourage and support applications from Historically Disadvantaged Candidates and Black Female Candidates.

Fidelity Services Group (Pty) Ltd supports fair practice and continuous development of our human capital. If you are not contacted within 10 working days after the closing date, please consider your application unsuccessful.