Lead Warmer

Dis‑Chem Life; Sandton; On-site; ZAR 180,000 - 240,000; Full time

Benefits offered by this job

Coaching and development

Dynamic team

Customer engagement growth

Job summary

Dis-Chem Life is seeking a Lead Warmer to engage new leads, build rapport, and pre-qualify prospects for the sales team. You will ensure accurate data capture and routing to the right channel, contributing to a strong first impression of the brand.

The role requires resilience, strong communication, and the ability to manage high volumes while maintaining professionalism and customer focus in a fast-paced environment.

Qualifications

• Matric / Grade 12 is essential.
• Experience in life insurance, financial services, or lead generation is advantageous.
• Proficient with CRMs and lead-management tools; accurate data capture.

Responsibilities

• Contact new leads within SLA timeframes and build rapport.
• Pre-qualify needs and route high-quality leads to sales.
• Capture notes accurately and manage data in our systems.
• Maintain data integrity and comply with internal controls.

Skills

Communication

Active listening

Emotional intelligence

Organization

Multitasking

Resilience

Customer focus

Team player

Education

Matric / Grade 12

Tools

CRM systems

Lead management tools

Call center 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

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