Contact Centre Agent

6 days ago


Pretoria, Gauteng, South Africa Fidelity Services Group Full time

Contact Centre Technical Level 2 Agent Job Description

Fidelity Services Group is seeking a skilled and experienced Contact Centre Technical Level 2 Agent to join our team. As a key member of our customer support team, you will be responsible for providing technical assistance to our customers in the operation of their alarm systems.

Main Purpose Of Job

Support and provide superior service to internal and external customers via phone, email, and face-to-face for walk-in customers.

Qualification & Experience

  • Matric
  • A minimum of 2 years customer service experience.
  • At least 1 to 2 years' experience within a contact centre, with necessary technical experience.
  • Continuous Improvement experience beneficial.

CUSTOMER FOCUS

  • Handle Queries and Complaints for both Dealer and In-House customers.
  • If complaints need to be escalated to other departments for resolution, ensure escalation and tracking within 24 hours for resolution; if not, follow-up to resolution.
  • Save clients from cancelling their contracts due to technical complaints by offering applicable save offers and providing resolution and satisfaction to the customer.
  • Manage your daily log report for complaints received.
  • Manage all Hello Peter and Web complaints with the highest priority and resolution.
  • Ability to comprehend, capture, and interpret basic customer information.
  • Make sound judgements to deliver superior customer service.
  • Ability to manage difficult situations and respond promptly to the needs of the customer.
  • Analyze various parts of a problem properly and develop logical solutions.
  • Book service calls.
  • Handle all technical scheduling issues or challenges received via customer complaint.
  • Handle all CCTV queries and complaints.
  • Inbound and Outbound Webmail/Webchat communication.
  • Assist with call overflow from Level 1 Agents.
  • Provide Technical Support to Customers in the everyday and exceptional operation of the alarm system.
  • Perform telephonic guidance and advice when clearing error messages, finding faults, and problems on the security system.
  • Exercise good interpersonal skills to deal with difficult customers at all levels.
  • Ability to treat people with respect under all circumstances and instill trust in others by upholding the values of the organization.
  • Ability to adapt to change in the work environment, delays, or other unexpected demands.
  • Quality management – look for means of improving as well as promoting quality within the company and fellow employees.


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