Lead Warmer

Dis-Chem Life

Gauteng

On-site

ZAR 134,000 - 257,000

Full time

6 days ago

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Benefits offered by this job

Purpose-led role

Coaching and development

High-energy team environment

Job summary

Dis-Chem Life is looking for a Lead Warmer to initiate contact with new leads, build rapport, and pre-qualify prospects for the sales team. The role emphasizes accurate data capture, disciplined call routines, and a strong, human-centred customer experience in a fast-paced environment.

The ideal candidate will be energetic, professional, and organised, capable of handling high volumes while sustaining quality and compliance with FAIS and data protection standards.

Qualifications

1–2 years’ experience in a call centre or sales support role.
Experience in life insurance or financial services is advantageous.
Comfortable with CRMs and lead management tools.
Strong typing and data-capturing accuracy.
Experience working with targets and structured processes.

Responsibilities

Contact all new leads and establish rapport with warmth and professionalism.
Pre-qualify leads using a structured framework to assess interest and need.
Route high-quality leads to the sales team in a timely manner.
Accurately capture customer information and conversation notes in the system.
Identify high-potential leads and escalate as required.
Maintain data integrity and follow internal processes and controls.
Meet daily/weekly call targets and lead progression KPIs.
Handle queries with patience and empathy, upholding brand standards.
Comply with FAIS, TCF, and data protection guidelines.

Skills

Communication

Active listening

Empathy

Organisational skills

Multitasking

Resilience

Customer experience

Objection handling

Target-driven

Team player

Education

Matric / Grade 12

Clear criminal & credit record

FAIS fit & proper

Tools

CRM systems

Lead management tools

Call centre software

Job description

Purpose Of The Role

The Lead Warmer plays a crucial role in Dis-Chem Life’s customer acquisition engine by ensuring every lead is engaged, qualified, and transitioned to the sales team with accuracy, speed, and professionalism. This role sets the tone for the customer’s first experience with Dis-Chem Life, building trust, uncovering needs, and ensuring each potential client receives exceptional, human-centred engagement from the very beginning.

Role Summary

The Lead Warmer is responsible for contacting new leads, establishing rapport, conducting needs-based pre-qualification, and routing high-quality leads to the sales team. This role requires strong communication skills, disciplined call routines, accurate data capture, and the ability to engage customers confidently while representing the Dis-Chem Life brand. The successful candidate will be energetic, professional, organised, and driven by meaningful customer engagement. This role thrives in a fast-paced environment, requires resilience and a positive attitude, and demands someone who can manage high volumes without compromising quality. Success is measured by contact rate, quality of lead notes, pre-qualification accuracy, professionalism in customer interaction, and overall contribution to conversion.

Benefits

Purpose-led role that plays a direct part in helping families protect their futures.
Supportive, high-energy team environment with coaching and development.
Opportunities to build strong customer engagement and communication skills.

Key Responsibilities

Lead Engagement and Pre-Qualification

Contact all new leads within defined SLA timeframes (speed-to-lead).
Engage customers using warm, professional, and needs-focused conversation.
Pre-qualify customers using a structured framework to assess interest, need, and eligibility.
Accurately capture all customer information and conversation notes into our system.
Identify high-potential leads and transfer/escalate them
Ensure every customer receives an excellent first impression of Dis-Chem Life.

Data Accuracy and Systems Management

Update lead statuses in real time to support forecasting and pipeline management.
Ensure accurate call outcomes and complete, quality notes on every record.
Identify duplicate, invalid, or incomplete leads and flag them
Maintain data integrity and follow all internal processes and controls.

Customer Experience

Handle queries with patience, empathy, and clear communication.
Provide accurate information about Dis-Chem Life products and processes.
Demonstrate professionalism in every interaction
Manage objections gracefully and uphold the brand standard at all times.

Performance and Operational Discipline

Meet daily/weekly call targets, contact rate expectations, and lead progression KPIs.
Follow structured call flows while still delivering a warm, human experience.

Compliance

Operate within FAIS, Treating Customers Fairly (TCF), and internal compliance guidelines.
Maintain confidentiality of customer information and uphold data protection standards.

Soft Skills

Exceptional communication and active listening skills.
Warm, engaging phone presence.
High emotional intelligence and empathy.
Strong organisational and multitasking ability.
Resilience and ability to bounce back in high-volume environments.
Ability to stay calm under pressure and handle objections professionally.
Consistency, discipline, and reliability.
Driven by targets, quality, and customer experience.
Collaborative team player with a positive, solutions-driven attitude.

Skills And Experience

1–2 years’ experience in a call centre, sales support, customer service, or telesales role.
Experience in life insurance, financial services, or a lead generation environment advantageous.
Comfortable working with CRMs, call centre systems, or lead management tools.
Strong typing, data capturing accuracy, and administrative discipline.
Experience working with targets and structured processes.

Qualifications