Job Description

Fidelity Vacancies – Contact Centre Technical Dispatch

Contact Centre Technical Dispatch – Fidelity Vacancies

Position Summary
Fidelity Vacancies is seeking a skilled Contact Centre Technical Dispatch professional to support and provide exceptional service to both internal and external customers. This role focuses on coordinating and dispatching technicians, managing service calls, and ensuring timely resolution of technical issues.

Qualification & Experience

• Matric / Grade 12
• Computer literate (MS Office, Outlook, Listener)
• Minimum 2 years’ experience in a contact centre; technical experience is advantageous

Key Responsibilities

Technical Dispatch & Scheduling

• Book and schedule service calls for technicians efficiently
• Coordinate after-hours calls for standby technicians when shifts exceed normal working hours
• Dispatch and manage technicians to attend all scheduled work assignments
• Communicate ongoing or rebooked calls if sites require multiple visits due to recalls

Customer Support & Retention

• Respond to all queued and escalated calls promptly and professionally
• Handle client queries and complaints, escalating when necessary for resolution
• Attend to inbound and outbound Webmail/Webchat communication
• Provide telephonic guidance to customers for clearing error messages, diagnosing faults, and resolving issues with security systems
• Identify product types and provide accurate documentation and information to customers
• Offer appropriate solutions to retain clients and prevent cancellations due to technical complaints

Revenue & Marketing Support

• Build customer interest in company services and products
• Drive technical revenue through marketing campaigns and “Yes” initiatives
• Schedule service calls for ADT Secure Home, Secure Connect, CCTV, and new FADT technical products

Competencies & Attributes

• Strong organizational and multitasking skills
• Excellent communication and problem-solving abilities
• Customer-focused with the ability to handle escalations professionally
• Detail-oriented and proactive in providing solutions and support

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