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Contact Centre Agent - Technical Dispatch / Escalations L2
Fidelity Services GroupCape Town, ZA4 days ago
Job descriptionSupport and provide superior service to internal and external customers Matric / Grade 12 Computer literate (MS Office, Listener, Outlook) Minimum 2 years’ experience within a contact centre of which technical experience is advantageous Booking and scheduling of service calls for technicians Coordinate after-hour calls for standby Technicians if shifts exceed normal work hours or with a “standby” supervisor. Dispatching and Coordinating of Technicians to attend to all scheduled work To build customers’ interest in the services and products offered by the company. Drive technical revenue through the marketing “Yes” campaign Respond to all queued and escalated calls in an efficient and professional manner Communicate any ongoing / rebooked calls if sites have been visited more than twice by any technician due to a recall Handling of all client queries and complaints and escalating for resolution where required Handling of all ADT Secure Home and Secure Connect with help aids and scheduling of service calls Handling of all CCTV and new FADT technical product queries and complaints Attend to Inbound and Outbound Webmail / Webchat communication Perform telephonic guidance and advice when clearing error messages, finding faults & problems in the security system Identify product types and provide documentation & Information to a customer related to a particular request Save clients from cancelling their contracts due to technical complaints by offering the applicable save offers and offering resolution to satisfy the customer. Customer Service jobs
Job title : Contact Centre Agent - Technical Dispatch / Escalations L2
Job Location : Western Cape, Cape Town
Deadline : October 24, 2025
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Contact Centre Agent • Cape Town, ZA
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