Description

Responsibilities

• Delivering a comprehensive service to enquiring customers either directly or through a team of customer service agents
• Providing help to customers using Fidelity SecureDrive’s products and services
• Communicating courteously with customers by telephone, email, letter and face-to-face
• Investigating and solving customers' fitment and scheduling problems, which may be complex or long-standing, that have been passed on by customer service assistants. This requires collaboration with the technical teams in SA, India and Jamaica.
• Producing written information for customers relating to their fitments as well as telephonically
• Providing training to customers, either remotely or onsite, as required
• Setting up and providing usernames and passwords for customers
• Assisting customers through the setup process and training customers on the different features of the system
• Maintain a deep knowledge of Fidelity SecureDrive’s products and services and keep up to date with changes
• Managing a large number of incoming calls and emails
• Address any issues/disputes from customers or clients as quickly and efficiently as possible
• Ensuring all customers are scheduled and fitted within the applicable timeframe and SLAs as set out by Fidelity SecureDrive
• Communicate with technicians to follow up with Scheduled jobs to ensure they are attended to accordingly.
• Reschedule of jobs where clients were unavailable or client called in to reschedule.
• Assist clients with De-Re Installation process and scheduling.
• Assist client with scheduling repairs on devices if and where required accordingly.

Requirements

• Matric / Grade 12
• Relevant qualification/degree advantageous
• Excellent verbal and written communication skills
• Computer Literate (MS Office, Excel, PowerPoint)
• Great interpersonal skills
• Prior experience in Telematics advantageous
• Strong understanding of customer services management process
• Good knowledge of end to end supply chain and the impacts of demand on fitment schedule

Skills & Competencies

• Patience
• Attentiveness
• Assertiveness
• Clear communication skills
• Ability to use positive language
• Action orientated
• Time Management
• Planning and Organizing
• Great work ethic and a willingness to do what needs to be done
• Attention to detail
• Problem Solving
• Analytical
• Be comfortable with working in a fast paced and pressurised environment