Region: Midrand
Reporting to: Contact Centre Manager- Inland
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 KPIs 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)
- 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.
- Quality of Service
- Offer solutions to client issues and concerns via all contact channels and all media e.g. trouble shooting with technical queries
- Productivity of Service
- Log in to FADT systems on time and for full shift duration
- Maintain schedule adherence
- Aim for first time contact resolution
- Business Intelligence Management
- Note details of all customer interactions on applicable systems
- Customer Database management
- Action and update all customer requests on Listener
- Pro-actively maintain customer data
- Escalation of client issues and concerns
- Escalate Issues and Concerns appropriately, utilizing correct business processes and systems
- Take ownership of escalated queries, ensuring resolution and follow up with customers
- Knowledge Management
- Stay abreast of all changes and additions to knowledge base
- Knowledge Management
- Exceptional Customer service at all time
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.
