Customer Service Agent Level 1 x 5 at Fidelity Services Group

MAIN PURPOSE OF JOB:

• To provide superior service to internal and external customers via all contact channels and all media. Ensure the Service Level KPI’s is always achieved.

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:
Basic employment requirements, be at work and be on time. Working CCC (Fidelity ADT Customer Contact Centre) working hours and days will be a requirement.
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
• Pro-actively 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

Knowledge Management

• Exceptional Customer service at all times

Profile

• The purpose of the call centre Agent is to provide immediate call solutions to clients in an efficient manner and with a positive attitude, thereby portraying a professional company image whilst striving for client satisfaction. Call centre agents should be customer focused, and solution driven. Driving daily to grow the business by either adding money or saving money.

Responsibilities

• Receive incoming calls on a rational first available consultant basis.
• Transfer calls to other departments.
• Receive phone-in alarm calls i.e. cancellation signal.
• Receive and action of emergency calls.
• Provide basic technical assistance to clients (trouble shooting).
• Client and technical signal confirmation.
• Internal and external client communication.
• Loading of temporary /holiday instructions.
• Record and distributions of sales leads to relevant Branches.
• Account queries.
• Verification of listener information.
• Client Retention.
• Delegation of queries /complaints to relevant departments.
• Set & Uphold Company Code of Conduct.
• Understanding and adherence to company and policies and procedures.
• System fault reporting to supervisor or Call Centre Manager.
• Statistics recording.
• Continuous assisting with updating of K.P.A as required.
• Stay up to date and comply with all SOPs
• Adhere to Quality Assurance initiatives

Skills required

• 6 months within call centre customer service.
• Matric (minimum).
• Own transport.
• Willing to work shifts.
• Excellent telephonic communication skills.
• Fully computer literate understanding of company systems and processes.
• Well spoken, unbiased and diplomatic
• Positive attitude.
• Passion client service.
• Bilingual. Able to co-operate in a team environment.
• Self –Motivated.
• High level of stress tolerance
• Conflict management and debriefing skills.
• Have ability to pay attention to detail.
• Accurate reporting of information.
• Basic decision making.
• Pro activeness (work smart not harder)
• Consideration towards colleagues.
• Striving for self -improvement.

Personality Traits

• Accurate and Adaptable
• Cautious and Communicative
• Compliant Detailed and Precise
• Diplomatic and Unbiased
• Discipline and Proactive
• Ability to Listen
• Patience
• Inquisitive and Optimistic
• Persuasive and Positive
• Promoter or the Company
• Rational
• Self-assured and confident
• Self-controlled

Deadline:31st August,2026