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5 Apr 2025

Permanent Contact Centre Technical Line 2 – Fidelity Vacancies

Fidelity Services Group – Posted by Joblink24 –  Cape Town, Western Cape, South Africa

Job Description

Fidelity Vacancies – Contact Centre Technical Line – Cape Town

Job Description

Contact Centre Technical Line 2

Main Purpose of Job:
Provide superior technical support and customer service to both internal and external customers via phone, email, and face-to-face for walk-in clients. This role focuses on resolving technical issues and delivering excellent service in line with customer needs.

Qualification & Experience:

  • Matric (Grade 12)

  • A minimum of 2 years’ customer service experience

  • At least 1 to 2 years’ experience within a contact centre, with technical experience being essential

  • Experience in Continuous Improvement is beneficial

Customer Focus:

  • Handle queries and complaints from both dealer and in-house customers

  • Ensure that complaints requiring escalation to other departments are tracked and resolved within 24 hours

  • Retain clients who may be considering contract cancellation due to technical issues by offering applicable save offers and ensuring satisfaction

  • Manage a daily log report for complaints received

  • Prioritize and resolve complaints via platforms such as Hello Peter and the company website

  • Capture and interpret basic customer information to deliver quality service

  • Make sound judgments to ensure superior customer service

  • Effectively manage difficult situations and respond promptly to customer needs

  • Analyze problems and develop logical solutions

  • Schedule and manage service calls for customers

  • Resolve technical scheduling issues or challenges resulting from customer complaints

  • Address all CCTV-related queries and complaints

  • Handle inbound and outbound webmail/webchat communications

  • Assist with call overflow from Level 1 agents

  • Provide technical support for everyday and exceptional alarm system operations

  • Offer guidance and advice over the phone to troubleshoot errors, faults, and problems with the security system

  • Display strong interpersonal skills when interacting with difficult customers at all levels

  • Treat people with respect in all circumstances, fostering trust and promoting the company’s values

  • Adapt to changes in the work environment and unexpected demands

  • Contribute to quality management by identifying opportunities to improve and promote quality within the company

Quality Assurance:

  • Ensure all QA assessments are signed off within 72 hours of receipt

  • Identify product types and provide the necessary documentation and information related to customer requests

  • Complete ad-hoc tasks as assigned by management

We reserve the right not to make an appointment for any advertised position. Preference is given to existing employees, with the final decision made purely on merit. Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported within the FSG team.

Fidelity Services Group (Pty) Ltd is committed to global fair practice and business ethics, with a focus on continuously developing human capital as the key resource to our success in the markets we serve.

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

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