Emergency and Client Relations Specialist at Fidelity Services Group

Key Responsibilities:

Emergency Response:

• Receive and prioritize emergency calls, providing immediate assistance and dispatching appropriate resources.
• Maintain composure under pressure while coordinating emergency responses in alignment with established protocols.
• Accurately document all emergency incidents and follow up to ensure resolution.

Customer Service:

• Address customer queries and complaints, offering efficient and satisfactory solutions.
• Provide product and service information tailored to client needs.
• Assist with account-related inquiries, including billing, service upgrades, and troubleshooting.

Communication and Coordination:

• Liaise between clients, internal teams, and external stakeholders to resolve issues effectively.
• Ensure timely follow-up on unresolved cases or escalations.

Professionalism:

• Uphold the company's commitment to excellence by delivering courteous and empathetic communication.
• Adhere to confidentiality and data protection standards.

Skills and Qualifications:

• Exceptional verbal and written communication skills.
• Strong problem-solving and multitasking abilities.
• Ability to remain calm and decisive under pressure.
• Prior experience in a call centre, emergency response, or customer service role (preferred).
• Familiarity with CRM or dispatch software is a plus.