Contact Centre Line 1 Agent - Cape Town at Fidelity Services Group

MAIN PURPOSE OF JOB:

• To provide superior service to internal and external customers via all contact channels and all media.

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)

Responsibilities and Duties: 

Quality of Service

• Offer solutions to client issues and concerns via all contact channels and all media e.g. trouble shooting 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

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 knowledge base