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 to ensure FADT retain all clients
Minimum Qualifications and Experience:
- Matric/ Grade 12
- A minimum of 2years customer service/sales experience in a call centre environment (with sales lead generation experience.
ALSO CHECK: EPWP Receptionist – Stipend R424, 36 Per Day
Main Duties and Responsibilities:
Processing of Moving Cancellations:
- Manage questions and cancellations for dealers, IIP, and in-house clients.
- Take care of all cancellation requests.
- Address all customer questions about potential cancellations.
- Client Communication:
- Make sure all callbacks and follow-ups are completed first thing every morning for all pending items.
- Give customers feedback and always contact them by phone first.
- Keep both internal staff and external clients updated on the progress of their move.
- Administrative Tasks:
- Understand, record, and make sense of basic customer details.
- Make sure every question is answered and either fixed, or passed on to the right team (if needed), while following the correct steps.
- Help with extra calls from Level 1 Agents when needed to keep service good.
- Talk to and work with other departments and branches.
- If reconnecting services isn’t possible, make sure the removal of old systems is scheduled.
- Assess and call all new potential customers.
- Try to arrange meetings with customers for both moving and reconnecting services.
- Book meetings in the Sales Consultants’ schedules.
- Follow up on all unfinished potential customers.
Behavioral Competencies:
- Prioritizing customers
- Being flexible when things change
- Empathy towards others
- Good writing skills
- Paying attention to what people say
- Motivation to achieve goals
- Making good choices
- Acting in a professional manner
- Keeping people updated
- Basic office skills
- Getting along with colleagues
- Staying calm
- Finding solutions to problems
