Line 1 Call Centre Agent
Fidelity Services Group · Goodwood
Job description
About the role
The Line 1 Call Centre Agent will deliver superior service to internal and external customers across all contact channels. The role focuses on troubleshooting technical queries, resolving issues promptly, and maintaining accurate customer records.
Key responsibilities
- Offer solutions to client issues via all contact channels, including technical troubleshooting.
- Log in to FADT systems on time, maintain schedule adherence, and aim for first‑time contact resolution.
- Record details of all customer interactions in the appropriate systems.
- Action and update all customer requests on Listener, proactively maintaining customer data.
- Escalate client issues using correct business processes, taking ownership of escalated queries until resolved.
- Stay up‑to‑date with changes to the knowledge base and apply them in daily work.
Required profile
- Matric or a relevant qualification.
- Customer service experience in a call centre environment is advantageous.
- Computer literacy is essential.
Required skills
- MS Word
- Excel
- Outlook
- Listener
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Published 5 hours ago
Expires 1 month from now
5 views · 0 interested
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Fidelity Services Group
Goodwood
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