X5 Customer Service Agents Wanted: Fidelity Services Group


Job Description

Overall purpose of the job: We are looking for Customer Service Agents that will be the liaison between our company and potential customers. The successful candidates will be able to accept ownership by effectively selling multiple products to existing and new potential clients and at the same time keeping customer satisfaction at the core of every decision and behaviour. Must have a natural customer service ability to sell products telephonically.

 Duties & Responsibilities:

Selling multiple SecureFire products and service to potential sales leads received from various platforms

Making large amounts of outbound calls in a timely manner

Handling and overcoming client objections, focussing on Opening, Closing, Telephone Etiquette, e.g. buying signals

Identifying customers’ needs through probing

Achieving minimum sales targets

Achieving a minimum QA (Quality Assurance) and Compliance score of 90%

Achieving daily and monthly targets

Achieving daily and monthly sales conversions (must ask all clients for a referral lead)

Adherence to call centre “scripts”, verifying client information, declaration etc.

Seize opportunities to upsell products when they arise

Build sustainable relationships and engage customers by going the extra mile

Keep accurate records of discussions or correspondence with customers

Communicate and coordinate with internal departments and or branches

Accurate capturing of sales and clients’ personal details

Communicate courteously with customers by telephone, email, letter & face-to-face

Tactfully handle confrontational or stressful customer interactions

Ensure timeous resolution.

Feedback on appointments to be supplied to Customers and Sales department

 Minimum qualifications and experience:

Matric / Grade 12 or equivalent

3 years+ experience in a Sales Outbound call centre

Proven track record of an Outbound Sales Call Centre position

Must be flexible to work/be available on weekends and after hours if necessary.

Knowledge of security industry beneficial

Knowledge of customer service principles and practices

Telephonic Sales Support

Knowledge of administrative procedures

 Job Requirements and other Attributes:

Target Driven


Ability to multi-task, set priorities and manage time effectively

Excellent verbal and written communication skills


Ability to use positive language

Time Management

Ability to perform under pressure and within a fast paced environment

Computer literate (MS Office, Outlook, Internet)

Ability to achieve set goals

Manage conflict & problem-solving skills

Interpersonal skills

Listening skills

Passion for Service Excellence

Ability to multitask

Able to work accurately & efficiently with attention to detail

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. Whilst black female candidates will be given priority as per our transformation policy subject to the above criteria.

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.Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.

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