Customer Service Line 2 at Fidelity Services Group

MAIN PURPOSE OF JOB:

• Support and provide superior service to internal and external customers via phone, email or face-to-face.

QUALIFICATION & EXPERIENCE:

• Grade 12 or equivalent
• Knowledge of customer service principles and practices
• Knowledge of administrative procedures
• Knowledge of security industry beneficial

Responsibilities and Duties (not limited to):

• Receive and process cancellations.
• Handle incoming calls or enquiries from customers who wish to cancel their service.
• Investigate and solve customer’s complaints or queries.
• Provide feedback to customers and ensure the relevant region is updated.
• Keep accurate records of discussions or correspondence with customers.
• Communicate and coordinate with regions.
• Record cancellations, complaints and save offers. 
• Analyse statistics or other data as required by management.