Level 1 Customer Service/retention Agent

3 weeks ago

Midrand, South Africa Fidelity Services Group Full time

**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

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