Contact Centre Line 1 Agent – Cape Town needed at Fidelity Services Group

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Job title : Contact Centre Line 1 Agent – Cape Town

Job Location : Western Cape, Cape Town

Deadline : February 08, 2025

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MAIN PURPOSE OF JOB:

  • To provide superior service to internal and external customers via all contact channels and all media.

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: 

  • Quality of Service
  • Offer solutions to client issues and concerns via all contact channels and all media e.gtrouble 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
  • Proactively 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

How to Apply for this Offer

Interested and Qualified candidates should Click here to Apply Now

  • Customer Service  jobs