Customer Support Agent (Scheduler) - SecureDrive

Overall purpose of the job: The Customer Support Agent role primarily involves communicating with customers either via phone, email or face-to-face in relation to a product or service. They ensure that the needs of customers are being satisfied. Your aim is to provide and promote excellent customer service. You'll make sure that service standards are being met. This role works across multiple departments within the company to ensure total customer satisfaction.

Duties & Responsibilities

1. Delivering a comprehensive service to enquiring customers either directly or through a team of customer service agents
2. Providing help to customers using Fidelity SecureDrive’s products and services
3. Communicating courteously with customers by telephone, email, letter and face-to-face
4. Investigating and solving customers' problems, which may be complex or long-standing, that have been passed on by customer service assistants. This requires collaboration with the technical teams in SA, India and Jamaica.
5. Handling customer complaints or any major incidents and providing detailed feedback reports on these matters to the Fidelity SecureDrive Executive.
6. Issuing refunds or compensation to customers in accordance with Fidelity SecureDrive policies and procedures once approved in accordance with the levels of authority
7. Keeping accurate records of discussions or correspondence with customers
8. Producing written information for customers
9. Providing training to customers, either remotely or onsite, as required
10. Setting up and providing usernames and passwords for customers
11. Assisting customers through the setup process and training customers on the different features of the system
12. Developing feedback or complaints procedures for customers to use – this includes frequently asked questions (FAQs) that can be posted on various platforms to assist customers.
13. Improving customer service procedures, policies and standards
14. Maintain a deep knowledge of Fidelity SecureDrive’s products and services and keep up to date with changes
15. Managing a large number of incoming calls and emails
16. Address any issues/disputes from customers or clients as quickly and efficiently as possible

Minimum Qualifications And Experience

1. Matric / Grade 12
2. Relevant qualification/degree advantageous
3. Excellent verbal and written communication skills
4. Computer Literate (MS Office, Excel, PowerPoint)
5. Great interpersonal skills
6. Prior experience in Telematics advantageous
7. Strong understanding of customer services management process
8. Good knowledge of end to end supply chain and the impacts of demand on fitment schedule

Attributes

1. Patience
2. Attentiveness
3. Assertiveness
4. Clear communication skills
5. Ability to use positive language
6. Action orientated
7. Time Management
8. Planning and Organizing
9. Great work ethic and a willingness to do what needs to be done
10. Attention to detail
11. Problem Solving
12. Analytical
13. Be comfortable with working in a fast paced and pressurised environment