Fidelity: Customer Support Agent

Apply for Fidelity Customer Support Agent

Job Position: Customer Support Agent

Location: Roodepoort, Gauteng

Closing Date: 03 February 2025

Job Type: Permanent

Job Purpose
The Customer Support Agent’s primary responsibility is to communicate with customers about a product or service over the phone, via email, or in person. They ensure that the needs of their consumers are met. You want to deliver and promote great customer service.

You will ensure that service standards are met. This function collaborates with many departments within the firm to achieve complete customer satisfaction.

Duties And 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’ 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.
Handling customer complaints or any major incidents and providing detailed feedback reports on these matters to the Fidelity SecureDrive Executive.
Issuing refunds or compensation to customers in accordance with Fidelity SecureDrive policies and procedures once approved in accordance with the levels of authority
Keeping accurate records of discussions or correspondence with customers
Producing written information for customers
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
Developing feedback or complaints procedures for customers to use – this includes frequently asked questions (FAQs) that can be posted on various platforms to assist customers.
Improving customer service procedures, policies and standards
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

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 And Competencies