Customer Support Specialist — Call Center

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

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.