Level 1 Customer Service Projects Agent at Fidelity Services Group

MAIN PURPOSE OF JOB:

• The purpose of the Project call centre Agent is to provide immediate call solutions to clients in an efficient manner on all projects 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. Achieve Project SLA’s, KPI’s and targets. Ensure the Service Level KPI’s is always achieved and Project targets exceeded to either save money or generate revenue.

QUALIFICATION, EXPERIENCE and Behavioural competencies:

• 6 months within call centre customer service will be beneficial.
• 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.
• 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.

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 which includes 1 Saturday a month.

Quality of Service

• Project management, work on projects in the CCC at least 5 working hours a day.
• Be ready to assist with adhoc requirements.
• Work 1 Saturday a month.
• Be a back up for level 1 overflow calls on Busy days.
• Achieve project specific KPI’s.

Quality of Service

• Offer solutions to client issues and concerns via all contact channels and all media e.g. trouble shooting with technical queries if needed.

Productivity of Service

• Log in to FADT systems on time and for full shift duration, ideally 15 min before your shift starts. (LSN Listener, Openscape and TRF Transformer CRM)
• Maintain schedule adherence
• Aim for first time call resolution

Business Intelligence Management 

• Note details of all customer interactions on applicable systems, capture accurate data effective and efficiently on all client interactions ensuring a clear audit trail.

Customer Database management

• Action and update all customer requests on Listener and or Transformer
• Pro-actively always maintain customer data

Escalation of client issues and concerns 

• Escalate Issues and Concerns appropriately, utilising correct business processes and systems, ensure
• Take ownership of escalated queries, ensuring resolution and follow up with customers

Knowledge Management

• Stay abreast of all changes and additions to knowledge base
• Provide Exceptional Customer service at all times

Responsibilities

• Work on projects a min of 5 hours a day.
• Achieve project targets, Service level agreements as well as key performance indicators.
• Receive incoming calls on a rational first available consultant basis from the diallers.
• Transfer calls to other departments if needed.
• Receive phone-in calls, when assisting with Inbound Service level.
• Receive and action of emergency calls, when assisting with Inbound Service level.
• Provide basic technical assistance to clients (trouble shooting), when assisting with Inbound Service level.
• Client and technical signal confirmation, when assisting with Inbound Service level.
• Internal and external client communication on all projects involved in.
• Loading of temporary /holiday instructions, when assisting with Inbound Service level.
• Record and booking of sales leads to relevant Branches of sales projects.
• Assist with Account queries, when assisting with Inbound Service level.
• Verification of listener information before proceeding with project/Dialler calls.
• Always Ensure Client Retention as a focus.
• Delegation of queries /complaints to relevant departments unless you can assist and resolve it yourself.
• Set & Uphold Company Code of Conduct, Rules, Ethics and CCC Induction.
• Understanding and adherence to company and policies and procedures.
• System fault reporting to supervisor or Call Centre Manager.
• Statistics recording and keeping track of project progress by completing excel sheets on Microsoft Teams.

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