Line 1 Call Centre Agent (Pipeline) - Western Cape, Goodwood at Fidelity Services Group

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: 

 Quality of Service

•  Offer solutions to client issues and concerns via all contact channels and all media e.g. trouble shooting with technical queries

 Productivity of Service

•  Log in to FADT systems on time and for full shift duration
•  Maintain schedule adherence
•  Aim for first time contact resolution

Business Intelligence Management 

•  Note details of all customer interactions on applicable systems

Customer Database management

•  Action and update all customer requests on Listener
•  Proactively maintain customer data

 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

Knowledge Management

•  Stay abreast of all changes and additions to knowledge base