Line 2 Customer Service Agent - Cape Town at Fidelity Services Group

Job Description

• Overall Purpose of the Job: Support and provide superior service to internal and external customers via phone, email and face to face for walk in customers. Coordinating office activities and operations to secure efficiency and compliance to company policies. Exceeding expectations regarding administrative tasks and responsibilities regarding Relocation data. Competent in achieving sales targets related to relocation appointment booking and cold calling where needed. The ideal candidate will be competent in prioritizing and working with little supervision.

Minimum Qualifications and Experience:

• Matric
• At least 1 to 2 years’ experience within a contact centre, of which admin experience would be beneficial.
• Continuous Improvement experience beneficial.
• Proven experience as an office administrator, office assistant or relevant role would be an advantage
• Outstanding communication and interpersonal abilities
• Excellent organisational skills
• Excellent knowledge of MS Office and office management software. Openscape would be an advantage.
• Prior sales experience and sales appointment bookings would be an advantage
   

Main Duties and Responsibilities:

• The sales Relocation agent contributes in driving sustainable growth by making sure we have maximum clients relocating their services with Fidelity ADT.
• Phone “loyal” clients of Fidelity ADT and ensure a sales appointment as a Relocation is loaded for a consultant to meet them at their new premises.
• Coordinate LSN admin activities and booking appointments to secure efficiency and compliance to company policies
• Ensure own performance and drive to achieve results.
• Manage Moving enquiries, pending’s, appointment feedback, LSN lead information inputs, courtesy calls, follow up calls’ admin tasks for all Moving clients with Relocation opportunities in the CCC.
• Manage phone calls and correspondence e-mail and letters and ensure written feedback to all clients.
• Complete today’s work today.
• Create and update records and databases with required data.
• Create and update reports with required data as and when needed.
• Comprehend, capture and interpret basic customer information.
• Handle all client queries relating to possible moving, relocating and reconnections (Ad-hoc)
• Ensure all call backs and follow ups are concluded first thing each morning, every day on all pending’s.
• Investigate and resolve customer’s complaints or queries. If complaints need to be escalated to other departments for resolution ensure escalated and tracked within 24 hrs for resolution, if not, follow-up until resolution is reached and include Supervisor if need be.
• Provide Feedback to Customers you are helping and always contact via landline telephone call as first point of contact. Provide timeous feedback to customers and Management always.
• Adapt to change in the work environment, delays or other unexpected demands.
• Adapt to new processes and procedures due to improvement in client retention.
• Keep accurate records of discussions or correspondence with customers, LSN notes as an example.
• Communicate and coordinate with regions, branches and districts.
• Collaboration is required across business and department divisions and business units and branches.