JOB DESCRIPTION – Contact Centre Sales Agent (Level 2)


DEPARTMENT: CONTACT CENTRE
HOURS OF WORK – 08H00 to 17H00
POSITION: Contact Centre Sales Agent - Level 2 INCUMBENT:
REPORTS TO: Contact Centre Sales Manager
BASED IN: Inland Region (Midrand)


QUALIFICATION & EXPERIENCE:
• Grade 12 or equivalent
• Knowledge of customer service principles and practices
• Telephonic Sales Support
• Knowledge of administrative procedures
• Knowledge of security industry beneficial
• Fully bilingual (English/Afrikaans)

JOB REQUIREMENTS & OTHER ATTRIBUTES:
• Computer literate (MS Office,
Listener, Outlook, Internet)
• Customer focused
• Driven for results
• Ability to achieve set goals
• Excellent communication skills (verbal & written)
• Manage conflict & problem-solving skills
• Interpersonal skills
• Listening skills
• Initiative
• Adaptability
• Stress tolerance
• Self Motivated
• Passion for Service Excellence
• Ability to multitask
• Able to work accurately & efficiently with attention to detail

INTERNAL CLIENTS:
• Inland & coastal regions
• Sales Consultants
• Data Capturers
• Technical Department
• Radio Removals

EXTERNAL CLIENTS:
• Relocating Customers
• Potential Customers
• Sub-contractors
• Landlords
• Estate agents

MAIN PURPOSE OF JOB:
To collect, capture, analyse and process all moving cancellation requests with the main focus on ensuring maximum customer retention.
Booking of appointments with Relocation and Reconnecting Customers.
Managing of Diaries for Sales Consultants
Scheduling of system removals
To ensure Credits and refunds is processed if needed on a daily basis
To ensure all BOC (Early Termination) is processed if needed on a daily basis
To ensure all admin is completed on a daily basis

JOB DESCRIPTION – Contact Centre Sales Agent (Level 2)

The overall purpose is to ensure that there are no delays in setting appointments for consultants and communicating such ap pointments with the
consultants and Customers.
To ensure there is no late cancellations and todays work gets done today
The Incumbent should ensure the effective and efficient management of sales leads and receiving feedback from Sales Consultants regarding the
outcome of appointments.
The incumbent will be required to ensure that all moving cancellation requests received are processed as per the customer’s requirement and in line
with FADT’s SOP’s. The incumbent will also vigorously attempt to obtain both RECON/RELOC customers details and book appointments for Sales
Consultants to meet with RECON/RELOC customers.
Further duties require daily capturing of moving cancellations, scheduling of appointments for Sales Consultants on Custsat/Openscape and Listener
with regular follow-up with Customers and Sales Consultants to ensure customer satisfaction.

KEY PERFORMANCE AREAS
DUTIES PERFORMANCE STANDARDS COMPETENCIES:
(TECHNICAL &
BEHAVIOURAL)
1. PROCESSING OF MOVING CANCELLATIONS
• Receive and process moving cancellations
• If no new owner details are obtained to allocate/create an Pro-Mo lead and follow-up date
• Respond promptly requests for cancellation
• Obtain all relevant information to successfully complete the process
• Action cancellations timeously
• Action follow-up dates timeously
• Follow up on all Pro-Mo leads
• Customer focused
• Driven for results
• Exercise Initiative

2. BOOKING OF APPOINTMENTS
• Qualify and call on all “new leads”
• Attempt to book appointments with both RELOC/RECON Customers.
• Schedule appointments in Sales Consultants dairies
• Follow up on all unclosed leads
• Ensure to make daily/weekly/monthly targets
• Obtain details of RELOC/RECON customers.
• Attempt to book appointments within 24 Hours
• Ensure that appointments are scheduled in the dairies of Sales consultants and that information is given through before the close of business each day
• Listening skills
• Ability to achieve set goals
• Self-motivation

3. CLIENT LIAISON
• Handle calls or inquiries from customers who wish to cancel their service when moving properties
• Keep internal and external customers informed at all times of what the status is in their relocating process
• Communicate courteously with customers by telephone, email, letter & face-to-face
• Tactfully handle confrontational or stressful customer interactions
• Ensure timeous resolution.
• Feedback on appointments to be supplied to Customers and Sales department
• Listening skills
• Manage conflict
• Problem solving skills
• Stress tolerance
• Excellent communication skills ( verbal & written)
• Problem analysis & problem solving skills

4. ADMINISTRATION
• Keep accurate records of discussions or correspondence with customers
• Communicate and coordinate with internal departments and or branches
• Record cancellations and appointments on Customers at, Sales Consultants Diaries and Listener
• Ensure that where Reconnections are not possible system removals are booked
• Analyse statistics or other data as required by management
• Processing Early Termination
• Booking of Pro-Mo leads
• Record all details of Moving Requests
• Record details of appointment status
• Manage administration
• Ensure timeous resolution in accordance with the SOP’s and the SLA’s
• Able to work accurately & efficiently with attention to detail
• Ability to multitask
• Self motivated/goal driven
NOTE: The job description is a guideline of key performance areas but does not limit your activities to the content herein. Your role is to continuously add value to our company and carry out any reasonable instructions from management, thus ensuring that all teams meet company objectives