The overall purpose of the job: The Customer Support Agent role primarily involves communicating with customers either via phone, email, or face-to-face concerning a product or service. They ensure that the needs of customers are being satisfied. You aim to provide and promote excellent customer service. You’ll make sure that service standards are being met. This role works across multiple departments within the company to ensure total customer satisfaction.
Duties & Responsibilities:
- Delivering a comprehensive service to enquiring customers either directly or through a team of customer service agents
- Providing help to customers using Fidelity SecureDrive’s products and services
- Communicating courteously with customers by telephone, email, letter , and face-to-face
- Investigating and solving customers’ problems, which may be complex or long-standing, that have been passed on by customer service assistants. This requires collaboration with the technical teams in SA, India, and Jamaica.
- Handling customer complaints or any major incidents and providing detailed feedback reports on these matters to the Fidelity SecureDrive Executive.
- Issuing refunds or compensation to customers ibyFidelity SecureDrive policies and procedures once approved following the levels of authority
- .Keeping accurate records of discussions or correspondence with customers
- Producing written information for customers
- Providing training to customers, either remotely or onsite, as required
- Setting up and providing usernames and passwords for customers
- Assisting customers through the setup process and training customers on the different features of the system
- Developing feedback or complaints procedures for customers to use – this includes frequently asked questions (FAQs) that can be posted on various platforms to assist customers.
- Improving customer service procedures, policies,and standards
- Maintain a deep knowledge of Fidelity SecureDrive’s products and services and keep up to date with changes
- Managing a large number of incoming calls and emails
- Address any issues/disputes from customers or clients as quickly and efficiently as possible
Requirements:
- Matric / Grade 12 certificate
- DA diploma/ degree will be advantageous
- Excellent verbal and written communication skills
- Computer Literate (MS Office, Excel, PowerPoint)
- Great interpersonal skills
- Strong understanding of the customer services management process
- Good knowledge of end-to-end supply chain and the impacts of demand on fitment schedule
Advantageous:
- DiA diploma Degree will be advantageous
- Prior experience in Telematics advantageous
Skills and Competencies:
- Patience
- Attentiveness
- Assertiveness
- Clear communication skills
- Ability to use positive language
- Action orientated
- Time Management
- Planning and Organizing
- Great work ethic and a willingness to do what needs to be done
- Attention to detail
- PProblem-SolvingAnalytical
- Be comfortable with working in a fastest-papacedrepressurizedvironment
How to Apply
Apply Online for the Fidelity Services: Entry-Level Customer Support Agent Position