Call Centre Agent - Account Services Agent at Fidelity Services Group

Call Centre Agent - Account Services Agent (Line2)

Reports to: Contact Centre Supervisor

Duties:

• Receive and process cancellations
• Handle incoming calls or inquiries from customers who wish to cancel their service
• Investigate and solve customer’s complaints or queries
• Provide feedback to customers and ensure the relevant region is updated
• Keep accurate records of discussions or correspondence with customers
• Communicate and coordinate with regions
• Record cancellations, complaints and save offers on customer sat
• Analyse statistics or other data as required by management

Qualification & experience:

• Grade 12 or equivalent
• Knowledge of customer service principles and practices
• Knowledge of administrative procedures
• Knowledge of security industry beneficial

Job requirements & other attributes:

• Computer Literate (MS Office, Email)
• Listener experience advantageous

Internal clients:

• Staff from all departments
• Management

External clients:

• ADT Clients
• ADT Suppliers
• Sub-contractors
• Prospective clients
• Companies

Performance Standards

• Aim for first time resolution
• Ensure that daily targets are achieved – on quality and quantity
• Use professional business language at all times (written and verbal)
• Aim to retain customers
• Ensure customer satisfaction at all times
• Take ownership of customer queries
• Uphold Big 5 principles
• Follow SOP’s and scripts

Competencies (Technical & Behavioural)

• Customer focus
• Understanding others
• Written communication
• Listening
• Drive for results
• Building effective teams
• Decision Quality
• Informing
• Composure
• Functional / Technical skills
• Peer relationships
• Patience
• Problem solving

We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team.