Description:
Customer Service Retention Agent Level 2Overall Purpose of the Job: Support and provide superior service to internal and external customers
via phone, email and face to face for walk in customers to ensure FADT retain all clients
Minimum Qualifications and Experience:
- Matric
- A minimum of 2 years customer service experience within a contact center, of which client retention experience would be beneficial.
- Continuous Improvement experience beneficial.
Main Duties and Responsibilities:
- Handle Queries and Cancellations for both Dealer, IIP and In-House customers.
- Ability to comprehend, capture and interpret basic customer information.
- Retain clients through the correct Standard Operating Procedures
- Handle all client queries and cancellation requests
- Escalate all complaints to the relevant departments for resolution ensure these are tracked within 24 hrs for resolution
- Receipt all cancellations and escalate internally (if needed) and correct processes followed.
- Process cancellations when approved by management
- Give save offers as approved by management
- Manage your daily log report for saves done to build into the weekly report.
- Handle cancellations received from Inbound and Outbound calls, Webmail, email, social media and openscape
- Assist with call overflow from Level 1 Agents as and when required to maintain service levels.
- Provide Feedback to Customers and always contact via telephone call as first point of contact.
Behavioral Competencies:
- Customer focus
- Ability to adapt to change
- Understanding others
- Written communication
- Listening
- Drive for results
- Building effective teams
- Decision Quality
- Professionalism
- Informing and communicating
- Composure
- Functional skills
- Admin skills
- Peer relationships
- Patience
- Problem solving
We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team. Whilst black female candidates will be given priority as per our transformation policy subject to the above criteria.
Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.
Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.
Requirements:
Customer Service Retention Agent Level 2Overall Purpose of the Job: Support and provide superior service to internal and external customers
via phone, email and face to face for walk in customers to ensure FADT retain all clients
Minimum Qualifications and Experience:
- Matric
- A minimum of 2 years customer service experience within a contact center, of which client retention experience would be beneficial.
- Continuous Improvement experience beneficial.
Main Duties and Responsibilities:
- Handle Queries and Cancellations for both Dealer, IIP and In-House customers.
- Ability to comprehend, capture and interpret basic customer information.
- Retain clients through the correct Standard Operating Procedures
- Handle all client queries and cancellation requests
- Escalate all complaints to the relevant departments for resolution ensure these are tracked within 24 hrs for resolution
- Receipt all cancellations and escalate internally (if needed) and correct processes followed.
- Process cancellations when approved by management
- Give save offers as approved by management
- Manage your daily log report for saves done to build into the weekly report.
- Handle cancellations received from Inbound and Outbound calls, Webmail, email, social media and openscape
- Assist with call overflow from Level 1 Agents as and when required to maintain service levels.
- Provide Feedback to Customers and always contact via telephone call as first point of contact.
Behavioral Competencies:
- Customer focus
- Ability to adapt to change
- Understanding others
- Written communication
- Listening
- Drive for results
- Building effective teams
- Decision Quality
- Professionalism
- Informing and communicating
- Composure
- Functional skills
- Admin skills
- Peer relationships
- Patience
- Problem solving
We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team. Whilst black female candidates will be given priority as per our transformation policy subject to the above criteria.
Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.
Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.
Customer Service Retention Agent Level 2Overall Purpose of the Job: Support and provide superior service to internal and external customers
via phone, email and face to face for walk in customers to ensure FADT retain all clients
Minimum Qualifications and Experience:
- Matric
- A minimum of 2 years customer service experience within a contact center, of which client retention experience would be beneficial.
- Continuous Improvement experience beneficial.
Main Duties and Responsibilities:
- Handle Queries and Cancellations for both Dealer, IIP and In-House customers.
- Ability to comprehend, capture and interpret basic customer information.
- Retain clients through the correct Standard Operating Procedures
- Handle all client queries and cancellation requests
- Escalate all complaints to the relevant departments for resolution ensure these are tracked within 24 hrs for resolution
- Receipt all cancellations and escalate internally (if needed) and correct processes followed.
- Process cancellations when approved by management
- Give save offers as approved by management
- Manage your daily log report for saves done to build into the weekly report.
- Handle cancellations received from Inbound and Outbound calls, Webmail, email, social media and openscape
- Assist with call overflow from Level 1 Agents as and when required to maintain service levels.
- Provide Feedback to Customers and always contact via telephone call as first point of contact.
Behavioral Competencies:
- Customer focus
- Ability to adapt to change
- Understanding others
- Written communication
- Listening
- Drive for results
- Building effective teams
- Decision Quality
- Professionalism
- Informing and communicating
- Composure
- Functional skills
- Admin skills
- Peer relationships
- Patience
- Problem solving
We reserve the right not to make an appointment to any advertised position. Whilst preference is given to existing employees at all times and the choice made is purely on merit, Historically Disadvantaged Candidates and Black Female Candidates are encouraged and supported in the FSG team. Whilst black female candidates will be given priority as per our transformation policy subject to the above criteria.
Fidelity Services Group (Pty) Ltd supports global fair practice and business ethics on continuous development of our human capital as the key resource to our success in the markets in which we participate.
Should you not be contacted regarding this position within 10 working days from the closing date, please regard your application as unsuccessful.
- Matric
- A minimum of 2 years customer service experience within a contact center, of which client retention experience would be beneficial.
- Continuous Improvement experience beneficial.
- Handle Queries and Cancellations for both Dealer, IIP and In-House customers.
- Ability to comprehend, capture and interpret basic customer information.
- Retain clients through the correct Standard Operating Procedures
- Handle all client queries and cancellation requests
- Escalate all complaints to the relevant departments for resolution ensure these are tracked within 24 hrs for resolution
- Receipt all cancellations and escalate internally (if needed) and correct processes followed.
- Process cancellations when approved by management
- Give save offers as approved by management
- Manage your daily log report for saves done to build into the weekly report.
- Handle cancellations received from Inbound and Outbound calls, Webmail, email, social media and openscape
- Assist with call overflow from Level 1 Agents as and when required to maintain service levels.
- Provide Feedback to Customers and always contact via telephone call as first point of contact.
- Customer focus
- Ability to adapt to change
- Understanding others
- Written communication
- Listening
- Drive for results
- Building effective teams
- Decision Quality
- Professionalism
- Informing and communicating
- Composure
- Functional skills
- Admin skills
- Peer relationships
- Patience
- Problem solving
23 Sep 2025;
from:
careers24.com