Fidelity Services Group, one of South Africa’s leading security companies, has an exciting opportunity for a Contact Centre Sales Agent – Level 2 in Midrand, Gauteng. The company is known for offering innovative security and investigation services across various regions. With a mission to deliver service excellence, Fidelity ADT is looking for an individual who is driven, adaptable, and passionate about customer service.
If you’re interested in a sales career within the security sector, this role is ideal for entry-level applicants with a knack for customer engagement, telephonic sales, and administrative support. In this article, we will dive into the job details, qualifications, and what to expect if you’re considering applying for the role.
About Fidelity Services Group and the Contact Centre Sales Role
Fidelity Services Group is part of the Fidelity ADT division, specializing in security and investigation services. With operations across South Africa, Fidelity ADT is a trusted name in safeguarding homes and businesses. As a Contact Centre Sales Agent at Fidelity ADT, you will be based in Midrand within the inland region, working under the supervision of the Contact Centre Sales Manager.
Your role will primarily focus on processing moving cancellations and handling customer retention. In simpler terms, you’ll be interacting with customers who are relocating, ensuring smooth service transitions, and aiming to retain them as Fidelity ADT customers. Your efficiency in managing leads, booking appointments, and following up with both customers and internal sales consultants will be crucial to the overall success of the team.
Minimum Qualifications and Experience Required
The job requires Grade 12 or equivalent qualifications, making it accessible to a wide pool of applicants. While prior experience in the security industry is beneficial, it is not mandatory. However, it’s important to have a strong understanding of customer service principles, administrative processes, and telephonic sales support.
Other essential qualifications and skills include:
- Fully bilingual (proficiency in at least two languages).
- Knowledge of administrative and telephonic sales support.
- Familiarity with common office software like MS Office, Listener, and Outlook.
- Customer service and retention experience will be highly valued.
Key Skills and Attributes for Success in the Role
To excel as a Contact Centre Sales Agent, you will need to possess specific skills and personal attributes. The position requires an individual who is not only customer-focused but also driven to meet and exceed sales goals. Here are the key skills and attributes that will set you apart:
- Excellent Communication Skills: Both verbal and written communication must be clear and persuasive.
- Conflict Management & Problem-Solving: You will often need to resolve customer issues swiftly, ensuring satisfaction and retention.
- Interpersonal Skills: This includes active listening and building rapport with customers to establish trust and maintain long-term relationships.
- Adaptability: The ability to adapt to changing customer needs and company processes is crucial in a dynamic work environment.
- Attention to Detail: Ensuring that all administrative tasks, from scheduling to data entry, are completed accurately and on time.
- Stress Tolerance: The nature of the job requires handling customer concerns calmly and effectively under pressure.
Job Description: Duties and Responsibilities
As a Contact Centre Sales Agent – Level 2, your primary responsibility is to collect, capture, and process all moving cancellation requests with a primary goal of retaining customers. Your duties will range from scheduling appointments to managing diaries for sales consultants. Let’s break down some of the key responsibilities:
- Processing Moving Cancellations: Receive and analyze customer requests to cancel their service when moving homes, ensuring that cancellations are handled efficiently and as per the customer’s requirement.
- Booking Appointments: You will book appointments for sales consultants to meet with customers who are relocating or reconnecting. This involves scheduling appointments in the consultants’ diaries and ensuring follow-ups are done regularly.
- Handling Customer Interactions: Your ability to interact with customers telephonically will be a major part of the role. This includes calling new leads, obtaining details from customers, and communicating effectively about the cancellation and reconnection processes.
- Client Liaison and Administration: The role requires constant communication with both internal departments and external customers, ensuring they are informed at every stage of the relocation or cancellation process.
- Reporting and Record Keeping: Maintain accurate records of all interactions with customers, track the progress of appointments, cancellations, and any other customer-related activities.
- Coordinating with Sales Consultants: Ensure that sales consultants are fully aware of their scheduled appointments and the progress of their leads, helping them to close deals efficiently.
How to Apply
The application for this role is open until the 31st of October, 2024. If you’re interested in becoming part of the Fidelity Services Group team, ensure that you meet the qualifications and submit your application before the deadline. If you do not hear back within 10 working days of the closing date, kindly consider your application unsuccessful.
Fidelity Services Group encourages fairness and ethical business practices, and while they prioritize existing employees, the focus is always on merit and potential for the role.
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Fidelity Services Group is committed to the continuous development of its employees. The company values Historically Disadvantaged Candidates and Black Female Candidates, actively encouraging them to apply. Working in this role will not only allow you to build a strong foundation in sales and customer service but also open up pathways for further growth within the company.
As a Contact Centre Sales Agent, you’ll develop skills that are transferable to other roles within the sales, customer service, and security industries. The company provides a supportive environment where employees are recognized for their contributions and provided opportunities for development and promotion.