Technical Agent at Fidelity Services Group

MAIN PURPOSE OF JOB:

Support and provide superior service to internal and external customers via phone, email face-to-face for walk in customers.

QUALIFICATION & EXPERIENCE:

• Matric
• A minimum of 2 years customer service experience.
• At least 1 to 2 years’ experience within a contact centre, of which technical experience would be                      necessary
• Continuous Improvement experience beneficial

CUSTOMER FOCUS

• Handle Queries and Complaints for both Dealer and In-House customers
• If complaints need to be escalated to other departments for resolution ensure escalated and tracked               
• Manage all Hello Peter and Web complaints with the highest of priority and resolution
• Ability to comprehend, capture and interpret basic customer information
• Make sound judgements to deliver superior customer service
• Ability to manage difficult situations and respond promptly to the need of the customer
• Analyze various parts of a problem properly and develop logical solutions
• Book service calls
• Handle all technical scheduling issues or challenges received via customer complaint
• Handle all CCTV queries and complaints
• Inbound and Outbound Webmail/Webchat communication
• Assist with call overflow from Level 1 Agents
• Provide Technical Support to Customers in the everyday & exception operation of the alarm system
• Perform telephonic guidance and advice when clearing error messages, finding faults & problems on the    

QUALITY ASSURANCE

•  Ensure all QA assessments are signed of within 72 hours of receipt
•  Be able to identify product types and provide documentation & information to a customer related to a particular request
•  Adhoc tasks allocated by management