Contact Centre Line 1 Agent

1 week ago

Cape Town, Western Cape, South Africa Fidelity Services Group Full time R200 000 - R400 000 per year

MAIN PURPOSE OF JOB:

To provide superior service to internal and external customers via all contact channels and all media.

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:

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

  • 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

6. Knowledge Management

  • Stay abreast of all changes and additions to knowledge base

We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team.

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.

Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.

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