Job Description

We are seeking a highly organised and proactive Outsourced Sales Installation & Administration Support Consultant to join our Direct Sales (Campaigns) team in the Gauteng Region. This role is pivotal in ensuring seamless pre- and post-sales support by coordinating installation scheduling, managing administrative processes, and resolving queries efficiently. The ideal candidate will play a key role in enhancing customer satisfaction, improving operational efficiency, and supporting sales growth through effective collaboration with internal departments and outsourced call centres.
Job description

• Schedule and coordinate installation appointments based on customer availability and technician routes.
• Confirm installation details with customers and allocate jobs accordingly.
• Liaise with technicians to track job status and resolve issues.
• Manage the installation pipeline for outsourced call centres, ensuring SLA adherence.
• Handle last-minute changes or cancellations and provide alternative solutions.
• Support post-installation queries and collaborate with internal departments to ensure customer satisfaction.
• Escalate unresolved technical or customer issues appropriately.
• Act as the first point of contact for administrative issues raised by outsourced call centre agents.
• Liaise with internal departments to resolve queries efficiently.
• Provide feedback and training to agents on administrative processes and documentation standards.
• Support onboarding of new agents and communicate updates or policy changes.
• Identify and recommend improvements for recurring administrative issues.
• Stay updated on products, installation processes, and service offerings.
• Maintain a personal knowledge base for quick reference.
• Participate in internal training and development programs.
• Seek mentorship and coaching opportunities.
• Track and analyze recurring issues to propose process improvements.
• Collaborate with internal teams to streamline handovers and reduce turnaround times.
• Conduct root cause analysis on escalations and missed appointments.
• Share improvement ideas in team meetings and contribute to workflow efficiency.

Minimum requirements

• Matric
• RE5 & FAIS (120 credits) certifications - Advantageous
• Must have 3-5 years' call centre experience, with at least 2 years within Tracker (Acquisitions, Customer Service, or Installation Support)
• Proficient in Microsoft Office Suite, especially Excel
• Familiarity with internal systems (CDS, TCRM, WILLOW, PORTAL, QLIKVIEW, Aspect, iEvolve, SharePoint)
• Strong communication (verbal and written)
• Analytical thinking and problem-solving
• Customer-centric mindset
• Ability to work collaboratively and adapt to change

Other Requirements

• Understanding of outsourced call centre operations is advantageous
• Willingness to work Monday to Friday (8am-5pm) and one Saturday a month (8am-1pm)

Please be informed that only internal candidates are eligible to apply for this position.
Benefits
Medical Aid
Provident Fund
17 days annual leave

Skills Required