Level 1 Customer Service/retention Agent

7 months 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

  • Outbound Customer Service Retention Agent Level 2

    7 months ago

    Midrand, South Africa Fidelity Services Group Full time

    **Customer Contact Centre) Fidelity ADT - Outbound Customer Service Retention Agent Level 2** Reporting to: Customer Service Retention Supervisor Overall Purpose of the Job: Support and provide superior service to internal and external customers cancel. **Minimum Qualifications and Experience**: - Matric - A minimum of 2 years customer service...

  • Customer Retention Strategist

    5 days ago

    Midrand, Gauteng, South Africa TalentCru Full time

    TalentCru: Customer Retention StrategistAs a seasoned professional in the telecommunication industry, we are seeking a highly skilled Customer Retention Strategist to lead our newly formed retention and preservation department. This is a unique opportunity to drive customer success and build a high-performing team.Key responsibilities include establishing...

  • Customer Success and Retention Lead

    5 days ago

    Midrand, Gauteng, South Africa TalentCru Full time

    TalentCru is looking for a Customer Success and Retention Lead to join their team. This is an exciting opportunity to build your career in customer success and retention.About the CompanyTalentCru is a reputable company that provides innovative solutions to the telecommunication industry. We are committed to delivering exceptional results and exceeding...

  • On-line Customer Services Agent

    6 months ago

    Midrand, South Africa Placements 4 all Full time

    On-Line Customer services Agent, R15K Neg, Midrand 5 yrs. call centre exp in a warehouse environment, Queries, Credits and claims, one-stop-shop, reports Pay: R15 000,00 - R18 000,00 per month **Experience**: - Customer service: 2 years (preferred)

  • Service Desk Agent I

    6 months ago

    Midrand, South Africa iOCO Full time

    JOBNUMBER **iOCO02899** - CONTRACT TYPE **Permanent** - STATE/PROVINCE **Gauteng** - CONTRACT TYPE: **OnSite** **The Role**: iOCO Infrastructure Services: Where Challengers and Innovators Thrive. We are currently hiring for the position of **Service Desk Agent I** to join our IT support team. As a Service Desk Agent I, you will be the first point of...

  • Service Desk Agent

    1 month ago

    Midrand, South Africa iOCO Full time

    JOBNUMBER **iOCO03418** - CONTRACT TYPE **Permanent** - CONTRACT TYPE: **OnSite** **The Role**: iOCO Infrastructure Services Invites You to Explore Possibilities. We are seeking a proactive and customer-focused **Service Desk Agent** to join our dynamic IT support team. In this role, you will serve as the first point of contact for technical support,...

  • Level 2 Call Centre Sales Supervisor

    2 months ago

    Midrand, South Africa Fidelity Services Group Full time

    Proposed Job Title: Level 2 Call Centre Sales Supervisor -Outbound Reconnections Grade: Reporting to: CCC Outbound Sales and Client Retentions Manager **Job Summary Information** Function: Ensure every moving client of FADT is assisted according to the required process. Achieve the required appointment numbers for Reconnections and...

  • Customer Service Agent

    6 months ago

    Midrand, South Africa Fidelity Services Group Full time

    **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 &...

  • Retention and Preservation Director

    5 days ago

    Midrand, Gauteng, South Africa TalentCru Full time

    TalentCru: Retention and Preservation DirectorWe are seeking a highly experienced Retention and Preservation Director to lead our newly formed retention and preservation department in the telecommunication industry. This is a unique opportunity to drive customer success and build a high-performing team.Key responsibilities include establishing and managing...

  • Retentions and Collections Lead

    5 months ago

    Midrand, South Africa TalentCru Full time

    Our client in the telecommunication industry is looking for a Retentions and Collections Lead, this is a great opportunity to Build Your Dream Team Lead Retention and Collections and Drive Customer Success!" This individual will be responsible for establishing and managing our newly formed retention and preservation department, developing and executing...

  • Technical Dispatch Agent Level 2

    7 months ago

    Midrand, South Africa Fidelity Services Group Full time

    **JOB DESCRIPTION - TECHNICAL DISPATCH AGENT LEVEL 2** DEPARTMENT: CCC Customer Contact Centre REPORTS TO: Technical Supervisor BASED IN: Midrand JHB QUALIFICATION & EXPERIENCE: - Grade 12 - Customer Service oriented and experience - Coordinating Schedules & Appointments - Call Centre experience beneficial - Continuous Improvement experience...

  • Client Services Business Agent

    2 months ago

    Midrand, South Africa Sanlam Full time

    **Who are we?** - Job Description- We are looking for a vibrant, tenacious, and determined individual for the Business Agent role.- Minimum Qualification Required- Grade 12/Standard 10/NQF 4 - RE5 - Fais Credits - Minimum Experience- Minimum of 3 years of Call Centre experience with at least 2 years in personal lines - Minimum of 2 years’ experience in...

  • Field Agent Coordinator

    6 months ago

    Midrand, South Africa Shared Mobility Africa Full time

    MobifyTracker, a dynamic division of Shared Mobility Africa, is currently seeking passionate and results-driven Field Agent Coordinator to join our rapidly growing team. As a Field Agent Coordinator, you will have the chance to support the coordination of field agents, assist in service schedules, and contribute to the efficient delivery of technical support...

  • Client Services Agent

    2 months ago

    Midrand, South Africa Sanlam Full time

    **Who are we?** - Job Description- We are looking for a vibrant, tenacious, determined individual as of 01.12.2024 into the Client Services Agent Role.- Minimum Qualification Required- Grade 12/Standard 10/NQF 4 - Relevant RE5 qualification advantageous - Minimum Experience- Minimum 12 months Call Centre and administrative experience - Minimum 12 months in...

  • Key Performance Lead for Retention and Collection

    1 month ago

    Midrand, Gauteng, South Africa TalentCru Full time

    Are you a strategic thinker with a proven track record in retention and collections management? Do you have a strong background in leadership and a passion for driving business success?About the RoleTalentCru is seeking an experienced Key Performance Lead to join our team. As a key member of our leadership team, you will be responsible for developing and...

  • Retentions and Collections Lead

    7 months ago

    Midrand, South Africa ikeja Full time

    Hey! We're ikeja, always with a lowercase "i." We're a home-grown tech company that builds tools and services enabling affordable internet access to Ekasi. ikeja exists to eliminate the financial barrier to true unlimited internet access for those in the townships of South Africa while providing the best possible customer service and experience. ikeja has a...

  • Retention Specialist

    3 months ago

    Midrand, South Africa Sanlam Full time

    **Who are we?** - Minimum Qualification Required- Grade 12/Standard 10/NQF 4 - Relevant RE qualification - FAIS Fit and proper or more than 2 years under supervision period left - Minimum Experience- At least 2 years of experience in call center STI personal lines - Personal lines retention experience will be advantageous - Excellent Knowledge of MiWay’s...

  • Retention Specialist

    4 months ago

    Midrand, South Africa Sanlam Full time

    **Who are we?** - Minimum Qualification Required- Grade 12/Standard 10/NQF 4 - RE 5 and Relevant FAIS Fit and proper or more than 2 years under supervision period left - Minimum Experience- At least 2 years of experience in call center STI personal lines - Personal lines retention experience will be advantageous - Deliverables include, but will not be...

  • IT Service Desk Agent

    2 months ago

    Midrand, South Africa Nexio Full time

    **ROLE PURPOSE** With a commitment to delivering high-quality customer service, the IT Service Desk Agent addresses incoming requests, logs detailed information in the Call Logging system, and uses their expertise to resolve issues promptly. **ROLE REQUIREMENT** - Manage end to end all calls logged and providing updates to keep customers informed. -...

  • Customer Service Lead

    7 months ago

    Midrand, South Africa McCormick & Company Full time

    . **Position: Customer Service Lead** **Based: Midrand, South Africa** Reporting to Senior Supply Chain Manager you will be responsible for managing sales order processing for an assigned portfolio of accounts, maintaining the highest possible service levels while keeping costs to a minimum. **MAIN RESPONSIBILITIES** - Management of timely and within...