About this role
Job title: Outsourced Sales Installation & Support Consultant
About the Role We are seeking a highly organised and proactive Outsourced Sales Installation & Support Consultant to join our Direct Sales (Campaigns) team in the Gauteng Region. This role coordinates installation scheduling, manages administrative processes, and resolves queries to ensure seamless pre- and post-sales support and to drive customer satisfaction and sales growth.
What You'll Do
- 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.
What We're Looking For
- Matric
- RE5 & FAIS (120 credits) certifications - Advantageous
- 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
Nice to Have
- Understanding of outsourced call centre operations advantageous
- Experience with onboarding and training of agents
- Ability to participate in training and development programs or mentorship activities
Compensation & Benefits
- Remuneration: Market Related
- Benefits: Medical Aid, Provident Fund, 17 days annual leave