Emergency and Client Relations Specialist

3 days ago

Midrand, South Africa Fidelity Services Group Full time

The Emergency and Client Relations Specialist is a critical role responsible for handling both emergency situations and customer inquiries with professionalism, urgency, and empathy. This individual is the first point of contact for clients, ensuring swift and accurate response to emergencies while maintaining high standards of service for routine queries.

**Key Responsibilities**:

- ** Emergency Response**:

- Receive and prioritize emergency calls, providing immediate assistance and dispatching appropriate resources.
- Maintain composure under pressure while coordinating emergency responses in alignment with established protocols.
- Accurately document all emergency incidents and follow up to ensure resolution.
- ** Customer Service**:

- Address customer queries and complaints, offering efficient and satisfactory solutions.
- Provide product and service information tailored to client needs.
- Assist with account-related inquiries, including billing, service upgrades, and troubleshooting.
- ** Communication and Coordination**:

- Liaise between clients, internal teams, and external stakeholders to resolve issues effectively.
- Ensure timely follow-up on unresolved cases or escalations.
- ** Professionalism**:

- Uphold the company's commitment to excellence by delivering courteous and empathetic communication.
- Adhere to confidentiality and data protection standards.

**Skills and Qualifications**:

- Exceptional verbal and written communication skills.
- Strong problem-solving and multitasking abilities.
- Ability to remain calm and decisive under pressure.
- Prior experience in a call centre, emergency response, or customer service role (preferred).
- Familiarity with CRM or dispatch software is a plus.

High emotional intelligence and a client-centric approach

**_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._

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