Lead Warmer

Dis‑Chem Life; Sandton; On-site; ZAR 180,000 - 210,000; Full time

Benefits offered by this job

Purpose-led role

Coaching and development

Customer engagement skills

Job summary

Dis-Chem Life in Sandton seeks a Lead Warmer to engage new leads, build rapport, and pre-qualify prospects before routing them to the sales team. You will capture detailed notes, maintain data integrity, and ensure timely updates to support forecasting and pipeline management.

The role requires strong communication, resilience in a high-volume environment, and an ability to handle objections professionally while upholding the Dis-Chem Life brand and FAIS-level compliance.

Qualifications

• 1–2 years in call centre, sales support, customer service, or telesales.
• Experience in life insurance or financial services is advantageous.
• Comfortable with CRMs and lead management systems.
• Strong data capture and administrative discipline.

Responsibilities

• Contact new leads within defined SLA timeframes and build rapport.
• Pre-qualify leads using a structured framework and route to sales.
• Accurately capture information and notes in the system.
• Maintain data integrity and adhere to compliance guidelines.
• Meet daily/weekly call targets and lead progression KPIs.

Skills

Exceptional communication

Active listening

Empathy

Organisation

Resilience

Handling objections

Target-driven

Education

Matric / Grade 12

Tools

CRMs

Lead management tools

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:

• Matric / Grade 12 (essential).
• Clear Criminal and Credit Record (essential).
• FAIS Fit & Proper status advantageous but not required.