Technical Escalations Agent

Reporting to: Technical Service Supervisor- Overall Purpose of the Job:Support and provide superior service to internal and external customers via phone, email, and fax and face to face for walk in customers.Minimum Qualifications and Experience:MatricA minimum of 2 years customer service experience.At least 1 to 2 years experience within a contact center, of which technical experience would beContinuous Improvement experienceMain Duties and Responsibilities:Handle Queries and Complaints for both Dealer, IIP and In-House customersAbility to comprehend, capture and interpret basic customer informationBook and schedule service calls for clients via internal and external channelsHandle all technical scheduling issues or challenges via customer complaintHandle all client queries and complaintsEnsure all call backs and follow ups are concluded first thing each morningIf complaints need to be escalated to other departments for resolution ensure escalated and tracked within 24 hrs for resolution, if not, follow-up until resolution is reachedAll complaints must be receipted, responded to, contacted, resolved and escalated internally (if needed)Save clients from cancelling their contracts due to technical complaints by offering the applicable save offers and offering resolution to satisfy the customer.Manage your daily log report for complaints received by ensuring the Techglobal email Q is on 0 at COB daily.Complete Quick Adds and AR Adds daily by receipting, contacting and resolving them within 24 hours.Make sound judgements to deliver superior customer serviceAnalyse various parts of a problem properly and develop logical solutionsHandle all technical scheduling issues or challenges receivedHandle all ADT Secure Home and Secure Connect with help aids and scheduling of service callsHandle all CCTV and new FADT technical product queries and complaintsInbound and Outbound Webmail/Webchat communicationAssist with call overflow from Level 1 AgentsProvide Technical Support to Customers in the everyday & exception operation of the alarm systemPerform telephonic guidance and advice when clearing error messages, finding faults & problems on the security systemExercise good interpersonal skills to be able to deal with difficult customers at all levelsAbility to treat people with respect under all circumstances and thus instil trust in others by upholding the values of the organizationAbility to adapt to change in the work environment, delays or other unexpected demands.Quality management to look for means of improving as well as promoting quality within the company as well as fellow employeesBe able to identify product types and provide documentation & Information to a customer related to a particular request.Behavioural Competencies:Customer focusUnderstanding othersWritten communicationListeningDrive for resultsBuilding effective teamsDecision QualityInformingComposureFunctional / Technical skillsPeer relationshipsPatienceProblem solvingWe 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.
Johannesburg, GT, ZA