Customer Service Agent Level 1 x 5

Fidelity Services Group; Gauteng; On-site; ZAR 112,000 - 190,000; Full time

Job summary

Fidelity Services Group seeks a customer-focused call centre agent to deliver rapid solutions to clients across all channels, maintaining professionalism and high satisfaction. You will adhere to scheduled shifts, log interactions, and escalate issues when needed while ensuring data accuracy.

The role requires basic matric, good telephonic communication, and computer literacy; training will cover company systems, processes, and quality assurance practices to sustain service levels.

Qualifications

• Matric or relevant qualification.
• Customer service experience in a call centre would be advantageous.
• Computer literacy essential (MS Word, Excel, Outlook, Listener).

Responsibilities

• Receive incoming calls on a rational first available consultant basis.
• Transfer calls to other departments.
• Receive phone-in alarm calls i.e. cancellation signal.
• Receive and action of emergency calls.
• Provide basic technical assistance to clients (troubleshooting).
• Client and technical signal confirmation.
• Internal and external client communication.
• Record and distributions of sales leads to relevant Branches.
• Account queries.
• Verification of listener information.
• Client Retention.
• Delegation of queries/complaints to relevant departments.
• Set & Uphold Company Code of Conduct.
• Understanding and adherence to company and policies and procedures.
• System fault reporting to supervisor or Call Centre Manager.
• Statistics recording.
• Continuous assisting with updating of K.P.A as required.
• Stay up to date and comply with all SOPs
• Adhere to Quality Assurance initiatives

Skills

Customer service

Telephonic communication

Attention to detail

Teamwork

Stress management

Bilingual

Education

Matric or equivalent

Tools

MS Word

Excel

Outlook

Listener

Job description

MAIN PURPOSE OF JOB:

To provide superior service to internal and external customers via all contact channels and all media. Ensure the Service Level KPI’s is always achieved.

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:

Basic employment requirements, be at work and be on time. Working CCC (Fidelity ADT Customer Contact Centre) working hours and days will be a requirement.

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
   • Pro-actively 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
   • Exceptional Customer service at all times

Profile

The purpose of the call centre Agent is to provide immediate call solutions to clients in an efficient manner and with a positive attitude, thereby portraying a professional company image whilst striving for client satisfaction. Call centre agents should be customer focused, and solution driven. Driving daily to grow the business by either adding money or saving money.

Responsibilities

• Receive incoming calls on a rational first available consultant basis.
• Transfer calls to other departments.
• Receive phone-in alarm calls i.e. cancellation signal.
• Receive and action of emergency calls.
• Provide basic technical assistance to clients (trouble shooting).
• Client and technical signal confirmation.
• Internal and external client communication.
• Loading of temporary /holiday instructions.
• Record and distributions of sales leads to relevant Branches.
• Account queries.
• Verification of listener information.
• Client Retention.
• Delegation of queries /complaints to relevant departments.
• Set & Uphold Company Code of Conduct.
• Understanding and adherence to company and policies and procedures.
• System fault reporting to supervisor or Call Centre Manager.
• Statistics recording.
• Continuous assisting with updating of K.P.A as required.
• Stay up to date and comply with all SOPs
• Adhere to Quality Assurance initiatives

Skills required

• 6 months within call centre customer service.
• Matric (minimum).
• Own transport.
• Willing to work shifts.
• Excellent telephonic communication skills.
• Fully computer literate understanding of company systems and processes.
• Well spoken, unbiased and diplomatic
• Positive attitude.
• Passion client service.
• Bilingual.
• Able to co-operate in a team environment.
• Self –Motivated.
• High level of stress tolerance
• Conflict management and debriefing skills.
• Have ability to pay attention to detail.
• Accurate reporting of information.
• Basic decision making.
• Pro activeness (work smart not harder)
• Consideration towards colleagues.
• Striving for self -improvement.

Personality Traits

• Accurate and Adaptable
• Cautious and Communicative
• Compliant
• Detailed and Precise
• Diplomatic and Unbiased
• Discipline and Proactive
• Ability to Listen
• Patience
• Inquisitive and Optimistic
• Persuasive and Positive
• Promoter or the Company
• Rational
• Self-assured and confident
• Self-controlled

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. Whilst 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.

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