Customer Service Professional

2 days ago


Roodepoort, Gauteng, South Africa Architectural Services Full time
Job Description:

The Customer Support Agent role is a dynamic position that requires excellent communication and interpersonal skills. As a key member of the Architectural Services team, you will be responsible for delivering exceptional customer service, ensuring total customer satisfaction, and promoting excellent service standards.

Main Responsibilities:

  • Deliver comprehensive services to enquiring customers through various channels.
  • Provide expert assistance to customers using Fidelity SecureDrive's products and services.
  • Communicate effectively with customers via telephone, email, and face-to-face interactions.
  • Investigate and resolve complex customer issues in collaboration with technical teams.
  • Handle customer complaints and provide detailed feedback reports to senior management.
  • Process refunds or compensation according to company policies and procedures.
  • Maintain accurate records of customer interactions.
  • Develop written information and training materials for customers.
  • Offer training and support to customers remotely or onsite.
  • Configure and set up customer accounts, including usernames and passwords.
  • Assist customers with system setup and training on features.
  • Establish complaint and feedback procedures for customers, including FAQs for various platforms.
  • Enhance customer service processes, policies, and standards.
  • Stay up-to-date with Fidelity SecureDrive's products and services.
  • Manage a high volume of incoming calls and emails.
  • Resolve customer issues efficiently and effectively.


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