Contact Centre Technical Line 2

MAIN PURPOSE OF JOB:

Support and provide superior service to internal and external customers via phone email facetoface for walk in customers.

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

CUSTOMER FOCUS

Handle Queries and Complaints for both Dealer and InHouse customers
If complaints need to be escalated to other departments for resolution ensure escalated and trackedwithin 24 hrs. for resolution if not followup to resolution
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
Analyze 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 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 instill trust in others by upholdingthe values of the organization
Ability to adapt to change 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

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 aparticular request
Adhoc tasks allocated by management

We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team.

Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.

Should you not be contacted regarding this position within 10 working days from the closing date please regard your application as unsuccessful.