JOB Description - FADT

(Customer Contact Centre) Fidelity ADT – Outbound Customer Service Retention Agent Level 2

Reporting to: Customer Service Retention Supervisor

Overall Purpose of the Job: Support and provide superior service to internal and external customers via phone, email and face to face for walk in customers to ensure FADT retain all clients wanting to cancel.

Minimum Qualifications and Experience:

· Matric

· A minimum of 2 years customer service experience.

· At least 1 to 2 years’ experience within a contact center, of which client retention experience would be beneficial.

· Continuous Improvement experience beneficial.

Main Duties and Responsibilities:

· Handle Queries and Cancellations for both Dealer, IIP and In-House customers.

· Ability to comprehend, capture and interpret basic customer information.

· Retain clients by preventing them to cancel, through correct processes and SOP’s.

· Handle all cancellation requests

· Handle all client queries relating to possible cancellations

· Ensure all call backs and follow ups are concluded first thing each morning, every day on all pending’s

· If 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 reached and include Supervisor

· All cancellations must be receipted, responded to, contacted, resolved and escalated internally (if needed) and correct processes followed.

· Cancel clients if approved by management

· Give save offers as approved by management

· Bulk Save offers only apply to clients stipulated in the bulk save offer approval from management

· Save clients from cancelling their contracts due to service, price and financial difficulty.

· Manage your daily log report for saves done to build into the GM Weekly report.

· Branch cancellations must be processed after branch managers have approved.

· Make sound judgements to deliver superior customer service

· Analyse various parts of a problem properly and develop logical solutions

· Handle cancellations received from Inbound and Outbound calls, Webmail, email, social media, fax and openscape Q’s.

· Assist with call overflow from Level 1 Agents as and when required to maintain Service levels.

· Provide Feedback to Customers and always contact via telephone call as first point of contact.

· Exercise good interpersonal skills to be able to deal with difficult customers at all levels

· Ability to treat people with respect under all circumstances and thus instil trust in others by upholding the values of the organization

· Ability to adapt to change in the work environment, delays or other unexpected demands.

· Ability to adapt to new processes and procedures due to improvement in client retention.

· Drive down company attrition by preventing cancellations.

· Quality management – to look for means of improving as well as promoting quality within the company as well as fellow employees

· Be able to identify product types and provide documentation & Information to a customer related to a particular request.

· Receive and Retain Customer Cancellation Requests

· Handle incoming customer complaints or inquiries from customers who wish to cancel their service

· Investigate and resolve customer’s complaints or queries

· Provide timeous feedback to customers

· Keep accurate records of discussions or correspondence with customers

· Communicate and coordinate with regions

· Record cancellations, complaints and save offers on listener and other requirement platforms

Behavioral Competencies:

· Customer focus

· Ability to adapt to change

· Understanding others

· Written communication

· Listening

· Drive for results

· Building effective teams

· Decision Quality

· Professionalism

· Informing and communicating

· Composure

· Functional skills

· Admin skills

· Peer relationships

· Patience

· Problem solving