Customer Service Agent L2 at Fidelity Services Group

Overall Purpose of the Job:

• Support and provide superior service to internal and external customers via phone, email and face to face for walk in customers to ensure FADT retain all clients 

Minimum Qualifications and Experience:

• Matric
• A minimum of 2 years customer service experience within a contact center, of which client retention experience would be beneficial.
• Continuous Improvement experience beneficial.

Main Duties and Responsibilities:

• Handle Queries and Cancellations for both Dealer, IIP and In-House customers.
• Ability to comprehend, capture and interpret basic customer information.
• Retain clients through the correct Standard Operating Procedures
• Handle all client queries and cancellation requests
• Escalate all complaints to the relevant departments for resolution ensure these are tracked within 24 hrs for resolution
• Receipt all cancellations and escalate internally (if needed) and correct processes followed.
• Process cancellations when approved by management
• Give save offers as approved by management
• Manage your daily log report for saves done to build into the weekly report.
• Handle cancellations received from Inbound and Outbound calls, Webmail, email, social media and openscape
• Assist with call overflow from Level 1 Agents as and when required to maintain service levels.
• Provide Feedback to Customers and always contact via telephone call as first point of contact.

Behavioral Competencies:

• Customer focus
• Ability to adapt to change
• Understanding others
• Written communication
• Listening
• Drive for results
• Building effective teams
• Decision Quality
• Professionalism
• Informing and communicating
• Composure
• Functional skills
• Admin skills
• Peer relationships
• Patience
• Problem solving