Fidelity Services Group Call Centre Jobs in Cape Town
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MAIN PURPOSE OF JOB:
- To provide superior service to internal and external customers via all contact channels and all media.
Responsibilities and Duties:
- Quality of Service
- Offer solutions to client issues and concerns via all contact channels and all media e.g troubleshooting with technical queries
Productivity of Service
- Log in to FADT systems on time and for full shift duration
- Maintain schedule adherence
- Aim for first-time contact resolution
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Business Intelligence Management
- Note details of all customer interactions on applicable systems
Customer Database management
- Action and update all customer requests on Listener
- Proactively maintain customer data
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
Knowledge Management
- Stay abreast of all changes and additions to the knowledge base
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)