Contact Centre Agent – Technical Dispatch/Escalations L2 at Fidelity Services Group

MAIN PURPOSE OF JOB:

• Support and provide superior service to internal and external customers 

QUALIFICATION & EXPERIENCE:

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

DUTIES AND RESPONSIBILITIES

• 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.