Customer Service Agent L2

Architectural Services; Cape Town; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A leading service provider in Cape Town is seeking a Customer Service Retention Agent to deliver superior service to both internal and external customers. You will manage client queries and cancellations, ensuring client retention through effective procedures. Candidates should have a minimum of 2 years' customer service experience in a contact center. This role offers an opportunity to grow within a supportive environment that values the contributions of all team members.

Qualifications

• Minimum of 2 years customer service experience within a contact center, client retention experience beneficial.
• Ability to comprehend, capture and interpret basic customer information.

Responsibilities

• Handle queries and cancellations for customers.
• Retain clients through correct Standard Operating Procedures.
• Process cancellations when approved by management.
• Provide feedback to customers via telephone as first contact.

Skills

Customer focus

Problem solving

Listening

Written communication

Drive for results

Education

Matric

Job description

Overview

Customer Service Retention Agent Level 2 – Support and provide superior service to internal and external customers via phone, email and face to face for walk in customers to ensure FADT retain all clients.

Minimum Qualifications And Experience

• Matric
• A minimum of 2 years customer service experience within a contact center, of which client retention experience would be beneficial.
• Continuous Improvement experience beneficial.

Main Duties And Responsibilities

• Handle Queries and Cancellations for both Dealer, IIP and In-House customers.
• Ability to comprehend, capture and interpret basic customer information.
• Retain clients through the correct Standard Operating Procedures
• Handle all client queries and cancellation requests
• Escalate all complaints to the relevant departments for resolution ensure these are tracked within 24 hrs for resolution
• Receipt all cancellations and escalate internally (if needed) and correct processes followed.
• Process cancellations when approved by management
• Give save offers as approved by management
• Manage your daily log report for saves done to build into the weekly report.
• Handle cancellations received from Inbound and Outbound calls, Webmail, email, social media and openscape
• Assist with call overflow from Level 1 Agents as and when required to maintain service levels.
• Provide Feedback to Customers and always contact via telephone call as first point of contact.

Behavioral Competencies

• Customer focus
• Ability to adapt to change
• Understanding others
• Written communication
• Listening
• Drive for results
• Building effective teams
• Decision Quality
• Professionalism
• Informing and communicating
• Composure
• Functional skills
• Admin skills
• Peer relationships
• Patience
• Problem solving

We reserve the right not to make an appointment to any advertised position. While 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. While black female candidates will be given priority as per our transformation policy subject to the above criteria.

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.

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