Join the Fidelity Services Group as a Contact Centre Sales Agents in Cape Town. These permanent positions offers you the chance to be part of a team dedicated to providing superior service to internal and external customers.

As a Contact Centre Sales Agents, you will play a crucial role in ensuring customer satisfaction and retention through handling queries, cancellations, and providing top-notch support.

Contact Centre Sales Agents’ Job Overview

  • Position: Contact Centre Sales Line 2 Agent
  • Location: Cape Town, Western Cape
  • Type: Permanent
  • Department: Contact Centre
  • Minimum Experience: Entry Level
  • Company Primary Industry: Customer Services
  • Job Functional Area: Customer Service
  • Closing Date: 03 June 2024

Job Description

The Contact Centre Sales Agents will support and provide superior service to internal and external customers via phone, email, and face-to-face interactions. The primary goal is to ensure the retention of all clients by handling queries, cancellations, and providing exceptional customer service.

Minimum Qualifications and Experience

  • Matric/Grade 12
  • Minimum of 2 years of customer service/sales experience in a call centre environment, including sales lead generation experience.

Main Duties and Responsibilities

  • Handle queries and cancellations for Dealer, IIP, and In-House customers. This involves understanding the specific needs and circumstances of each customer to provide tailored solutions.
  • Manage all cancellation requests efficiently, ensuring minimal impact on the customer experience. This includes confirming receipt of the cancellation request, processing it promptly, and communicating the status to the customer.
  • Address all client queries related to potential cancellations. Provide comprehensive information and alternatives to retain the customer whenever possible.
  • Ensure all callbacks and follow-ups are completed each morning. This ensures timely communication and resolution of any outstanding issues.
  • Provide feedback to customers, prioritizing telephone calls as the first point of contact. This personal touch helps build rapport and trust with clients.
  • Keep customers informed throughout their relocation process, providing updates and answering any questions they may have. This proactive communication helps ease any concerns and improves customer satisfaction.
  • Comprehend, capture, and interpret basic customer information accurately. This data is crucial for effective customer service and follow-up actions.
  • Ensure all queries are responded to, resolved, or escalated internally following correct processes. This maintains a high standard of service and ensures customer issues are addressed promptly.
  • Assist with call overflow from Level 1 Agents as needed to maintain service levels. This flexibility ensures that all customers receive timely assistance even during peak times.
  • Schedule system removals when reconnections are not possible. Ensure that all necessary steps are taken to complete the process smoothly and inform the customer accordingly.
  • Manage appointments in Sales Consultants’ diaries to optimize their time and productivity.
  • Follow up on all open leads, ensuring no potential customer is overlooked and all opportunities are maximized.

Skills and Competencies

  • Demonstrate a strong commitment to providing superior service to customers.
  • Understand customer needs and preferences to offer personalized solutions.
  • Ensure customer satisfaction by addressing their concerns and feedback promptly.
  • Ability to adjust to new processes, technologies, and work environments.
  • Remain flexible and open-minded in the face of changing priorities and unexpected challenges.
  • Quickly learn and apply new skills or procedures as required.
  • Write clearly and concisely, ensuring all written communications are easily understood.

How to Apply

To apply, visit the Fidelity Services Group career page and submit your application before the closing date.

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This position is a fantastic opportunity for those who are dedicated to customer service and eager to advance their careers in a supportive and dynamic environment. If you have the required experience and are passionate about helping customers, we encourage you to apply.

Do not miss out on this exciting opportunity to be a part of the Fidelity Services Group team.  If you do not receive feedback regarding your application within 10 working days from the closing date, please consider your application unsuccessful.

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