Customer Support Agent Scheduler - SecureDrive

Overall purpose of the job : The Customer Support Agent role primarily involves communicating with customers either via phone email or facetoface in relation to a product or service. They ensure that the needs of customers are being satisfied. Your aim is to provide and promote excellent customer service. Youll 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 SecureDrives products and services
• Communicating courteously with customers by telephone email letter and facetoface
• Investigating and solving customers problems which may be complex or longstanding 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 in accordance with Fidelity SecureDrive policies and procedures once approved in accordance with 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 SecureDrives 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

Minimum qualifications and experience :

Matric / Grade 12

Relevant qualification / degree advantageous

Excellent verbal and written communication skills

Computer Literate (MS Office Excel PowerPoint)

Great interpersonal skills

Prior experience in Telematics advantageous

Strong understanding of customer services management process

Good knowledge of end to end supply chain and the impacts of demand on fitment schedule

Attributes :

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

Problem Solving

Analytical

Be comfortable with working in a fast paced and pressurised environment

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.

Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.

Should you not be contacted regarding this position within 10 working days from the closing date please regard your application as unsuccessful.

Required Experience :

Junior IC

Key Skills

Design Engineering,Baan,Customer Service,Fund Management,ABAP,Elevator

Employment Type : Full-Time

Experience : years

Vacancy : 1