Fidelity Services Group is Southern Africa's largest integrated security solutions provider and the industry leader in protection innovation. Excellence in service delivery and implementation are fundamental to our impressive track record. By keeping abreast of the latest trends and technological developments globally, and continuously evolving and innovatin...
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Contact Centre Agent - Technical Dispatch/Escalations L2
Support and provide superior service to internal and external customers
QUALIFICATION & EXPERIENCE:
Matric/ Grade 12
Computer literate (MS Office, Listener, Outlook)
Minimum 2 years’ experience within a contact centre of which technical experience is advantageous
DUTIES AND RESPONSIBILITIES
Booking and scheduling of service calls for technicians
Coordinate after-hour calls for standby Technicians if shifts exceed normal work hours or with a “standby” supervisor.
Dispatching and Coordinating of Technicians to attend to all scheduled work
To build customers’ interest in the services and products offered by the company.
Drive technical revenue through the marketing “Yes” campaign
Respond to all queued and escalated calls in an efficient and professional manner
Communicate any ongoing / rebooked calls if sites have been visited more than twice by any technician due to a recall
Handling of all client queries and complaints and escalating for resolution where required
Handling of all ADT Secure Home and Secure Connect with help aids and scheduling of service calls
Handling of all CCTV and new FADT technical product queries and complaints
Attend to Inbound and Outbound Webmail/Webchat communication
Perform telephonic guidance and advice when clearing error messages, finding faults & problems in the security system
Identify product types and provide documentation & Information to a customer related to a particular request
Save clients from cancelling their contracts due to technical complaints by offering the applicable save offers and offering resolution to satisfy the customer.
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