Position: Customer Support Agent
Location: Krugersdorp, Gauteng
Role Overview
As a Customer Support Agent, your primary responsibility will be to engage with customers via phone, email, or in-person, ensuring their needs are met with professionalism and efficiency. You’ll be instrumental in delivering exceptional customer service and maintaining high service standards across all interactions. This role requires collaboration with multiple departments to ensure overall customer satisfaction.
Key Responsibilities
- Provide comprehensive support to customers, directly or through coordination with the customer service team
- Assist users of Fidelity SecureDrive products and services with queries and technical support
- Communicate professionally and courteously with customers across various channels (phone, email, letters, in-person)
- Investigate and resolve complex or escalated issues in collaboration with technical teams across South Africa, India, and Jamaica
- Handle complaints or major incidents and submit detailed feedback reports to the Executive team
- Process refunds or compensation claims in line with company policies and within assigned authority
- Maintain detailed and accurate records of customer interactions
- Create and distribute written customer communications and documentation
- Train customers on product features, both remotely and on-site as needed
- Manage the setup process for new users, including assigning credentials and onboarding support
- Develop and maintain customer support documentation, including FAQs and feedback procedures
- Proactively suggest improvements to service procedures, standards, and policies
- Stay informed about product updates and new features
- Handle a high volume of calls and emails efficiently and professionally
- Address customer concerns quickly, providing timely resolutions
Minimum Requirements
- Matric / Grade 12
- Relevant qualification or degree (advantageous)
- Strong verbal and written communication skills
- Proficient in Microsoft Office Suite (Excel, Word, PowerPoint)
- Strong interpersonal skills and a client-focused approach
- Prior experience in Telematics (advantageous)
- Solid understanding of customer service management principles
- Good grasp of supply chain processes and how they affect scheduling and service delivery
Key Attributes
- Patience and attentiveness
- Assertive with clear and effective communication skills
- Solution-oriented and proactive
- Excellent time management, planning, and organizational abilities
- Strong work ethic and attention to detail
- Analytical and confident in problem-solving
- Comfortable working in a fast-paced, high-pressure environment
Note:
- Preference may be given to internal candidates and appointments will be made on merit.
- The company encourages applications from Historically Disadvantaged Individuals and Black Female Candidates in support of transformation goals.
- If you do not hear back within 10 working days of the closing date, kindly consider your application unsuccessful.
Fidelity Services Group (Pty) Ltd is committed to fair business practices, ethical conduct, and the continuous development of our human capital.
