Contact Centre Technical Dispatch/Escalations Agent

Fidelity Services Group; Cape Town; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading security services provider is seeking an experienced customer service representative in Cape Town, South Africa. The role involves supporting internal and external customers, booking service calls, and addressing technical queries. Candidates should have a Matric qualification and at least 2 years' experience in a contact centre. Technical knowledge is advantageous. The company encourages Historically Disadvantaged Candidates and Black Female Candidates to apply.

Qualifications

• Minimum 2 years’ experience in a contact centre is required.
• Technical experience in customer service is advantageous.

Responsibilities

• Support and provide superior service to internal and external customers.
• Book and schedule service calls for technicians.
• Respond to all queued and escalated calls efficiently.
• Communicate ongoing/rebooked calls if sites have been visited more than twice.
• Handle client queries and escalate for resolution where needed.

Skills

Computer literacy (MS Office, Listener, Outlook)

Experience within a contact centre

Technical experience (advantageous)

Education

Matric/Grade 12

Job description

MAIN PURPOSE OF JOB

Support and provide superior service to internal and external customers.

QUALIFICATION & EXPERIENCE

• Matric/ Grade 12
• Computer literate (MS Office, Listener, Outlook)
• Minimum 2 years’ experience within a contact centre of which technical experience is advantageous

DUTIES AND RESPONSIBILITIES

• Booking and scheduling of service calls for technicians.
• Coordinate after-hour calls for standby Technicians if shifts exceed normal work hours or with a “standby” supervisor.
• Dispatching and Coordinating of Technicians to attend to all scheduled work.
• To build customers’ interest in the services and products offered by the company.
• Drive technical revenue through the marketing “Yes” campaign.
• Respond to all queued and escalated calls in an efficient and professional manner.
• Communicate any ongoing / rebooked calls if sites have been visited more than twice by any technician due to a recall.
• Handling of all client queries and complaints and escalating for resolution where required.
• Handling of all ADT Secure Home and Secure Connect with help aids and scheduling of service calls.
• Handling of all CCTV and new FADT technical product queries and complaints.
• Attend to Inbound and Outbound Webmail/Webchat communication.
• Perform telephonic guidance and advice when clearing error messages, finding faults & problems in the security system.
• Identify product types and provide documentation & Information to a customer related to a particular request.
• Save clients from cancelling their contracts due to technical complaints by offering the applicable save offers and offering resolution to satisfy the customer.

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.