Closing Date: 30 October 2015
Description
Overall Purpose of the Job:
The main objective is to drive service delivery into the right direction, and to improve the service going forward. The role of a due diligence( welcome calls) coordinator is to conduct a fair survey exercise towards all new clients that are signed up with ADT on a monthly basis.
Main duties:
Control Due Diligence calls to all new clients
- Pull new client list daily.
- Separate the list of new clients, link-ups & reconnections.
- Make due diligence PR calls to all new clients.
- To ensure that 90% of the new client list that is pulled is contacted.
- Conduct U.S Surveys on the Survey Monkey.
Due Diligence Survey PR calls to new Clients /linkups / reconnection process:
- Conduct survey PR calls to client within 24 hours of new installation / Link-ups & Reconnection. In-house: post sales & post installation & guarding clients)
- DD coordinator should escalate complaints picked up during DD calls by transferring the complaint to the complaints management / customer services (specialist function) – i.e. second level complaints – Load note LSN.
- Profile updates should be done immediately by the DDC
Dealer Due Diligence calls
- Make Due Diligencecalls to all new clients that are signed on a monthly basis and conduct PR calls to dealer signed clients on Wednesday afternoon & Thursday morning – Load note on LSN
- DD coordinator takes responsibility for resolving all complaints arising from Dealer DD calls.
- However with dealer contracts, the contract is not purchased until the complaint has been solved.
- DD coordinator is the person who has the relationship with the dealers.
- Profile updates should be done immediately by the DDC
Standard Operational Procedure
- DDC to sort new installations, link up and reconnection into areas
- DDC to ensure that all DD calls are completed timorously, and captured on the survey monkey and electronic reports, daily and submitted on monthly due date to Line Manager, Contact Centre Manager & General Operation Manager
- Conduct a fair survey process – post sales, post installation, post service, dealer client & guarding clients.
- Ensure accurate information been loaded in the case of updating client’s profiles –load note of each conversation held onto the LSN.
- Commercial properties– ensure account holder – fax / or mail efficient information before updating the clients profile. Make a LSN note of mail / fax received on the LSN.
- Update the relevant information and supply CAD with the fax / or mail received.
- CAD to file documentation for future record
- DDC must make at least 3 different attempts at different times, leave messages where applicable, 1 attempt to send a sms, including 1 last attempt from company cell afterhours.
- Amount of attempts made need to be loaded onto the LSN notes daily.
General
- Attend all required meetings and training sessions
- Keep your workstation / office neat and tidy at all times
- Keep stock with blank legible copies of DD questionnaires
- Answer any telephone that rings more than 3 times.
- Always behave in a professional manner
- Make use of efficient handling time Log into Contact Centre lines(When required)
Qualifications
Minimum qualification and experience:
- Grade 12 or equivalent
- Customer Service knowledge preferential
- PSIRA certification – E- grade
- Knowledge of Security Industry
Behavioural Competencies:
- Computer literate (MS Office, Listener, Outlook, Internet)
- Commitment to common team goal
- Integrity and trustworthy
- Effective Communication
- Driven for results
- Highly proficient in English
- Listening skills
- Effective Time Management
- Strong decision-making qualities
- Patience
- Action oriented
- Customer focus
- Attitude-Behaviour
- Analytical
- Stress management on calls
- Quick thinker
- Good typing skills
