APPLY FOR CUSTOMER SERVICE

March 19, 2024 By Admin 0

Level 1 Customer Service/Retention Agent
Fidelity Services Group

Location
Midrand, Gauteng
Full job description
MAIN PURPOSE OF JOB:
To provide superior service to internal and external customers via all contact channels and all media. Ensure the Service Level KPI’s is achieved at all times.

QUALIFICATION & EXPERIENCE:
Matric or relevant qualification
Customer Service experience in a Call Centre environment would be advantageous
Computer literacy essential (MS Word, Excel, Outlook, Listener)

Responsibilities and Duties:
Basic employment requirements, be at work and be on time. Working CCC (Fidelity ADT Customer Contact
Centre) working hours and days will be a requirement.

1. Quality of Service

Offer solutions to client issues and concerns via all contact channels and all media e.g. trouble shooting with
technical queries

2. Productivity of Service

Log in to FADT systems on time and for full shift duration
Maintain schedule adherence
Aim for first time contact resolution

3. Business Intelligence Management

Note details of all customer interactions on applicable systems

4. Customer Database management

Action and update all customer requests on Listener
Pro-actively maintain customer data

5. Escalation of client issues and concerns

Escalate Issues and Concerns appropriately, utilising correct business processes and systems
Take ownership of escalated queries, ensuring resolution and follow up with customers

6. Knowledge Management

Stay abreast of all changes and additions to knowledge base

7. Knowledge Management

Exceptional Customer service at all times

Profile
The purpose of the call centre Agent is to provide immediate call solutions to clients in an efficient manner and with a positive attitude, thereby portraying a professional company image whilst striving for client satisfaction

Responsibilities
Receive incoming calls on a rational first available consultant basis.
Transfer calls to other departments.
Receive phone-in alarm calls i.e. cancellation signal.
Receive and action of emergency calls.
Provide basic technical assistance to clients (trouble shooting).
Client and technical signal confirmation.
Internal and external client communication.
Loading of temporary /holiday instructions.
Record and distributions of sales leads to relevant Branches.
Account queries.
Verification of listener information.
Client Retention.
Delegation of queries /complaints to relevant departments.
Set & Uphold Company Code of Conduct.
Understanding and adherence to company and policies and procedures.
System fault reporting to supervisor or Call Centre Manager.
Statistics recording.
Continuous assisting with updating of K.P.A as required.

Skills required
6 months within call centre customer service.
Matric (minimum).
Own transport.
Willing to work shifts.
Excellent telephonic communication skills.
Fully computer literate understanding of company systems and processes.
Well spoken, unbiased and diplomatic
Positive attitude.
Passion client service.
Bilingual.
Able to co-operate in a team environment.
Self –Motivated.
High level of stress tolerance
Conflict management and debriefing skills.
Have ability to pay attention to detail.
Accurate reporting of information.
Basic decision making.
Pro activeness (work smart not harder)
Consideration towards colleagues.
Striving for self -improvement.

Personality Traits
Accurate and Adaptable
Cautious and Communicative
Compliant
Detailed and Precise
Diplomatic and Unbiased
Discipline and Proactive
Ability to Listen
Patience
Inquisitive and Optimistic
Persuasive and Positive
Promoter or the Company
Rational
Self-assured and confident
Self-controlled

Link to apply