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Customer Service Agent
3 months ago
Vacancy:
Customer Service Agent - 6 Month Contract
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 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.
- 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
- Proactively 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