Contact Centre Sales,Reconnection and Relocation Coordinator– Midrand

Fidelity Services Group; Gauteng; On-site; ZAR 150,000 - 180,000; Full time

Job summary

A leading company in the customer services sector is seeking a Customer Service Representative to support clients through various communication channels. The role primarily involves managing cancellations, providing timely responses, and offering superior service to ensure client satisfaction. Ideal candidates will have Matric along with a minimum of 2 years in a customer service role, demonstrating effective communication and problem-solving skills.

Qualifications

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

Responsibilities

• Handle queries and cancellations for Dealer, IIP, and In-House customers.
• Provide feedback to customers via telephone.
• Assist with call overflow from Level 1 Agents.

Skills

Customer focus

Effective written communication

Active listening

Problem-solving skills

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

Main Duties and Responsibilities:

1. Processing Moving Cancellations:

• Handle queries and cancellations for Dealer, IIP, and In-House customers.
• Manage all cancellation requests.
• Address client queries related to cancellations.

Client Liaison:

• Ensure all callbacks and follow-ups are completed daily, especially on pending cases.
• Provide feedback to customers, primarily via telephone.
• Keep customers informed about the status of their relocation process.

Administration and General:

• Accurately capture and interpret customer information.
• Respond to queries, resolve issues, or escalate as needed following proper procedures.
• 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 new leads.
• Attempt to schedule appointments with relocation and reconnection customers.
• Schedule appointments in sales consultants' diaries.
• Follow up on all open leads.

Behavioral Competencies:

• Customer focus
• Adaptability to change
• Understanding others
• Effective written communication
• Active listening
• Drive for results
• Decision-making quality
• Professionalism
• Effective informing and communicating
• Administrative skills
• Peer relationship management
• Patience
• Problem-solving skills

Note: We reserve the right not to make an appointment for any advertised position. Preference is given to existing employees, and selection is based on merit. We encourage and support Historically Disadvantaged Candidates and Black Female Candidates to apply. Fidelity Services Group (Pty) Ltd advocates for fair practice and ethical business conduct. If you are not contacted within 10 working days of the closing date, please consider your application unsuccessful.