Job Description

Vacancy: Customer Services Administrator
Region: Midrand
Reporting to: Commercial Contact Centre Manager

Overall purpose of the Job:
The overall purpose of this job is to action the Commercial Email Box consisting of dedicated email boxes and individual requests and queries in a speedily manner to the relevant coordinator, and/or department. To follow up on customer updates, variance orders, keyholder updates, Open Scape reports and Open Order Lists.

Minimum qualifications and experience:

• Matric qualification or equivalent
• Computer Literate (MS Office, advanced Excel, PowerPoint, MS Teams)
• Professional and well presented
• Ability to work well under pressure
• Time management
• Self-motivated
• Reliable transport
• Mobile phone

Main duties:

• Receive and manage calls and emails professionally and efficiently
• Utilize the CRM platform (Pulse)
• Do quotes where and if needed
• Receive Purchase orders and follow up with clients
• Follow up with ETA for technicians to be at site
• Troubleshoot with clients to identify the problem, and offer a viable solution
• Work on Pulse, Listener, Open Scape and SAP with good Excel and Microsoft Office skills for handover files, and deadlines to be met
• Ensure that the SOP of the department is followed, and have a high standard service delivery rate
• Be able to work well with all different areas within the department as well as the other entities of Fidelity (Guarding, Operations, Subscriber, Fire etc)
• Assist Management with daily tasks and deadlines to be met
• Courtesy calls and remote support
• Log and track calls and assist with admin support
• Follow through with jobs additionally added to your scope of work
• Standby support (on rotational basis)

Behavioural Competencies:

• Excellent verbal and written communication skills
• Excellent Customer Service skills
• Computer literate
• Excellent telephone etiquette
• Adaptability
• Motivated
• Resilience
• High level of integrity
• Discipline

We 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.

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.

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