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Contact Centre Agent

1 month ago

Cape Town, 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.

**QUALIFICATION & EXPERIENCE**:

- Matric
- Customer Service experience in a Call Centre environment would be advantageous
- Computer literacy essential (MS Word, Excel, Outlook, Listener)

**Responsibilities and Duties**:
**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**
- 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
- Proactively 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

**SKILLS & OTHER ATTRIBUTES**:

- Excellent interpersonal skills
- Excellent time management skills and ability to multi-task and prioritise work
- Excellent communication and listening skills
- Ability to work in a fast paced and high stress environment
- Strong organisational and planning skills
- Adaptability
- Customer service orientated
- Telephone Etiquette

**_

**_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._