Job Description

Fidelity Vacancies – Telesales Cold Calling Agent

Telesales Cold Calling Agent – Fidelity Vacancies

Job Description

Overall Purpose of the Role:
The Telesales Cold Calling Agent is responsible for delivering exceptional service to both internal and external customers across all communication channels. This role involves conducting high-volume outbound calls using provided lists or dialer systems to secure sales and book appointments with prospective clients. The agent is also expected to successfully close SecureMe and SecureMe Plus deals over the phone while consistently meeting performance targets.

Minimum Qualifications and Experience:

• Matric certificate
• Post-matric qualification (advantageous)
• Minimum of 1 year customer service experience
• At least 1 year of cold calling experience within a sales call centre environment
• Minimum of 1 year administrative experience in a client-focused setting
• Proficiency in Microsoft Outlook, Excel, Word, and PowerPoint
• PSIRA registration

Key Responsibilities:

• Conduct outbound cold calls daily using lead lists or automated dialer systems to secure sales or appointments
• Handle inbound calls and assist customers with queries and service requests
• Transfer calls to relevant departments when required
• Address customer concerns, resolve complaints, or escalate when necessary
• Verify client information accurately
• Meet quality assurance standards where applicable
• Achieve daily targets including call volumes, sales conversions, and appointment bookings
• Maintain required business strike rates and performance metrics
• Collaborate with team members to support overall contact centre operations

Behavioural Competencies:

• Strong customer focus and service orientation
• Ability to create urgency and drive engagement with potential clients
• Ethical and professional conduct
• Passion for sales and achieving targets
• Effective follow-up and task management skills
• Strong negotiation and persuasion abilities
• Results-driven and action-oriented mindset
• Excellent active listening skills
• High attention to detail
• Ability to build rapport telephonically
• Resilience and persistence in cold calling
• Empathy and adaptability
• Positive attitude and strong organizational skills
• Effective planning and time management
• Excellent verbal and written communication skills
• Ability to handle ambiguity and provide clear information
• High level of integrity and trustworthiness
• Patience and professionalism in all interactions
• Ability to leave clear and impactful voicemails
• Proven ability to achieve a high closing rate on sales opportunities

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