Overall purpose of the job: We are looking for Sales - Liaison Agent that will be the liaison between our company and its current and potential customers. The successful candidate will be able to accept ownership by effectively managing multiple campaigns and upsell or retain possible business and/or new potential clients, and at the same time keeping customer satisfaction at the core of every decision and behaviour. Must have a natural sales and administrative skill.

Duties & Responsibilities:

• Converting and identifying a customer's needs – Contract Continuations
• Upselling and Cross-selling – Upgrade/Downgrade requests
• Cancellation Retention
• Pitching relevant products or services
• Ensuring they have a positive experience from start to finish
• Achieving minimum contract conversions
• Achieving minimum cancellation retention
• Administrative Duties – PICS, AMBER – activations, cancellations, recycling etc.
• Ensuring that tasks are followed up to completion
• Achieving a minimum QA (Quality Assurance) and Compliance score of 90%
• Adherence to call centre “scripts”, verifying client information, declaration etc.
• Build sustainable relationships and engage customers by going the extra mile
• Accurate capturing of sales and clients’ personal details
• Accurate scheduling of fitments
• Liaising with clients via e-mail and other communication channels

Minimum qualifications and experience:

• Matric / Grade 12
• 3 years+ experience in a only a Sales Outbound Call Centre (telematics experience advantageous),
• Must be flexible to work/be available on weekends and after hours if necessary
• Excel and Word Proficient
• 1 Saturday per month is compulsory

Attributes:

• Target Driven
• Punctual - Time Management
• Ability to multi-task, set priorities and manage time effectively
• Excellent verbal and written communication skills
• Ability to mediate disputes, influence customers, and reach agreements.
• Managing stress, empathizing with customers, and adjusting to changing environments. 
• Attention to detail
• Strong Admin skill
• Ability to perform under pressure and within a fast paced environment

We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team.

Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.