Call Centre Technical Dispatch Agent Level 2 at Fidelity Services Group

QUALIFICATION & EXPERIENCE:

• Grade 12
• Customer Service oriented and experience
• Coordinating Schedules & Appointments
• Call Centre experience beneficial
• Continuous Improvement experience beneficial

JOB REQUIREMENTS & OTHER ATTRIBUTES:

• Computer literate (MS Office, Listener, Outlook, Internet)
• Knowledge of security systems user operation
• Professional
• Customer focused
• Driven for results
• Good verbal and oral communication skills
• Ability to handle pressure
• Telephone etiquette
• Understanding in diversity in customer behaviour
• Punctual
• Ability to meet deadlines
• Ability to Organise, Schedule & Coordinate appointments
• Verbal & written Communication skills.
• Problem Solving / Analyse and Execution of appropriate action.
• Customer centric.
• Attention to detail.
• High Stress Tolerance.
• Punctuality / Time keeping.
• Computer skill.
• Basic Technical user related Skills.
• Afrikaans and English Telephone skills.
• Effective execution of tasks & requirements
• Organising & Prioritising
• Time Keeping
• Motivating
• Effective Team Player

MAIN PURPOSE OF JOB:

The aim of a Technical Dispatch Agent (Level 2) is to:

• Book & Schedule service calls.
• Dispatch & Coordinate Technicians to attend all scheduled work.
• Follow up with customers to ensure times & schedules are met.
• Completing all daily scheduled service calls LSN Technical Category fields
• Inform relevant management or other parties in the event of exceptions or reoccurring issues.
• Exercise good interpersonal skills to be able to deal with difficult customers at all levels.
• To build customer’s interest in the services and products offered by the company.
• Update the existing databases with changes as acquired from the customer.
• Have good verbal and oral communication skills.
• Reach all daily Quality Assessment expectations and targets
• Ability to create grammatically correct responses.
• The person should also know what to write while utilizing communication, be able to quickly recognize signals of a disgruntled customer and be able to respond appropriately.
• Ability to comprehend, capture as well as interpret basic customer information.
• Ability to treat people with respect under all circumstances
• Instil trust in others by upholding the values of the organization.
• Must have sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the need of the customer, solicit service/assistance.
• Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands
• Analyse the various parts of a problem properly and develop logical solutions
• Quality management – to look for means of improving as well as promoting quality within the company as well as with fellow employees
• Complete Ad-hoc duties from time to time
• Phone marketing “Yes” reply lists to build extra revenue
• Drive technical revenue for the business through campaign
• Answer all queued & escalated incoming telephone calls in an efficient and professional manner
• Coordinate service requests in accordance with F-ADT policy, customer needs and technician availability
• Ensure that all information given by the customer corresponds with the information on the system
• Rebooks to be done up to date on a daily basis if need be
• Liaise with CAD for Installation Warranty Booking or escalate to CAD
• To inform FLM / Manager via email of any on-going / rebooked calls, if sites have been visited more than twice by any technician due to a recall.
• Following up with customers after Technician’s visit – Before & After service communication to be done daily.
• Coordinate after hour calls for standby Technicians whilst still on duty if shift s exceeds normal work hours or with “standby” supervisor.
• Assisting customers & technicians on an on-going basis.
• Assist with all related queries or complaints within a time period of 48hrs
• Give full feedback to customers (internal and external on all queries)
• Resolve query and walk through to the end, take ownership
• Quality Feedback and Timeous Resolution required
• Attend all required meetings and training sessions
• Keep your workstation / office neat and tidy at all times
• Not abuse company communication systems for private usage
• Adhere to shift roster and office hours.

STANDARD OPERATING PROCEDURES

• Ensure that the disciplinary code is adhered to at all times.
• Standing Operating Procedures must be upheld.
• Meeting and keeping to agreed targets.
• High & professional standard of service must be upheld.
• General CCC House rules are adhered to