Job Description

Fidelity Vacancies – Contact Centre Line 1 Agent

Contact Centre Line 1 Agent

About the Program:

Job Description
Main Purpose of Job:
To deliver exceptional service to internal and external customers through all contact channels and media, ensuring prompt and accurate resolution of queries.

Qualification & Experience:

• Matric or relevant qualification.
• Customer service experience in a call centre environment is advantageous.
• Computer literate (MS Word, Excel, Outlook, Listener).

Responsibilities and Duties:

Quality of Service

• Provide effective solutions to client issues and concerns across all contact channels.
• Assist with troubleshooting and technical queries where required.

Productivity of Service

• Log in to FADT systems promptly and remain available for the full shift.
• Adhere to schedules and meet productivity targets.
• Strive for first-time contact resolution.

Business Intelligence Management

• Record all customer interactions accurately on the relevant systems.

Customer Database Management

• Update and action customer requests on Listener.
• Maintain customer data proactively to ensure accuracy.

Escalation of Client Issues

• Escalate issues appropriately using the correct business processes and systems.
• Take ownership of escalated queries, ensuring resolution and timely follow-up with customers.

Knowledge Management

• Stay updated on all changes and additions to the knowledge base.

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