Fidelity Services Group Call Centre Jobs in Cape Town
✅ Job Alerts Activated
You'll now receive future job opportunities instantly.
Thinking about applying?
Before you submit your application, take a moment to go through all the details carefully.
Scroll down to read the full job description, including responsibilities, requirements, and benefits — and see if it’s the right fit for you.
Full Job Description - Read Carefully
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
ADVERTISEMENT - CONTINUE READING BELOW ↓ CONTINUE BELOW ↓
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
ADVERTISEMENT - CONTINUE READING BELOW ↓ CONTINUE BELOW ↓
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
ADVERTISEMENT - CONTINUE READING BELOW ↓ CONTINUE BELOW ↓
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.
👉 STOP: Ready to Apply?
Don't miss out on this opportunity! Carefully review the job details one last time. Once you're ready, scroll down to the bottom of this page to access the How to apply button.
Hurry—applications for this cycle are closing soon!← View More Call Centre Jobs
✅ Call Centre Agent - eThekwini Municipality