Fidelity Services Group Customer Care / Call Centre Jobs in Western Cape
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The main purpose of the job:
Support and provide superior service to internal and external customers via phone, email, and fax and face to face for walk in customers.
Duties (Quality Assurance):
- Ensure all QA assessments are signed of within 72 hours of receipt
- Be able to identify product types and provide documentation & information to a customer related to a particular request
- Adhoc tasks allocated by management
Duties (Customer Focus):
- Handle Queries and Complaints for both Dealer and In-House customers
- If complaints need to be escalated to other departments for resolution ensure escalated and tracked within 24 hrs. for resolution, if not follow up to resolution
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- All complaints must be logged on Customer SAT, resolved and escalated internally
- Save clients from cancelling their contracts due to technical complaints by offering the applicable save offers and offering resolution and satisfaction to the customer.
- Manage your daily log report for complaints received
- Manage all Hello Peter and Web complaints with the highest of priority and resolution
- Ability to comprehend, capture and interpret basic customer information
- Make sound judgements to deliver superior customer service
- Ability to manage difficult situations and respond promptly to the need of the customer
- Analyse various parts of a problem properly and develop logical solutions
- Book service calls
- Handle all technical scheduling issues or challenges received via customer complaint
- Handle all FADT Pulse customer queries and complaints
- Handle all CCTV queries and complaints
- Inbound and Outbound Webmail/Webchat communication
- Assist with call overflow from Level 1 Agents
- Provide Technical Support to Customers in the everyday & exception operation of the alarm system
- Perform telephonic guidance and advice when clearing error messages, finding faults & problems on the security system
- Exercise good interpersonal skills to be able to deal with difficult customers at all levels
- Ability to treat people with respect under all circumstances and thus instil trust in others by upholding the values of the organization
- Ability to adapt to changes in the work environment, delays or other unexpected demands
- Quality management – to look for means of improving as well as promoting quality within the company as well as fellow employees
Qualification & Experience:
- Matric
- A minimum of 2 years’ customer service experience.
- At least 1 to 2 years experience within a contact centre, of which technical experience would be necessary
- Continuous Improvement experience beneficial
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