CALL CENTRE TECHNICAL DISPATCH AGENT

Company: Fidelity Services Group

Location: Midrand, Gauteng

Job Type: Entry Level

Posted: 53 minutes ago

Application Deadline: Open until filled

About the Role

Fidelity Services Group is seeking a dedicated and professional Technical Dispatch Agent to join our dynamic Customer Contact Centre (CCC) team based in Midrand, Johannesburg. This is an excellent entry-level opportunity for an individual with strong customer service skills and a keen interest in coordination and technical support. You will be the vital link between our customers and field technicians, ensuring efficient scheduling and high-quality service delivery.

Key Responsibilities

• Book, schedule, and coordinate all service calls for field technicians.
• Dispatch technicians efficiently based on their availability and customer needs.
• Follow up with customers to confirm appointment times and ensure service level agreements are met.
• Accurately complete all daily scheduled service calls using the LSN system.
• Proactively inform relevant management of any ongoing issues or service exceptions.
• Handle difficult customer interactions with professionalism and excellent interpersonal skills.
• Update customer databases with any changes or new information acquired.
• Conduct post-service follow-up calls to ensure customer satisfaction.
• Assist with resolving customer queries and complaints within a 48-hour timeframe.
• Drive technical revenue by promoting company services and products through phone marketing campaigns.
• Answer incoming calls and escalated queries in a professional and efficient manner.
• Coordinate after-hours service calls with standby technicians and supervisors.
• Adhere to all company standard operating procedures and quality standards.
• Maintain a neat and organized workstation.
• Participate in all required meetings and training sessions.

Qualifications & Experience

• Grade 12 / Matric certificate.
• Previous customer service experience is essential.
• Experience in coordinating schedules and appointments.
• Call Centre experience is highly beneficial.
• Experience in a continuous improvement environment is an advantage.

Required Skills & Attributes

• Computer literate (MS Office, Outlook, Internet).
• Basic knowledge of security systems user operation.
• Professional and customer-focused attitude.
• Excellent verbal and written communication skills in both English and Afrikaans.
• Strong ability to handle pressure and meet deadlines.
• Excellent telephone etiquette.
• Punctual with strong timekeeping skills.
• Ability to organise, prioritise, and execute tasks effectively.
• Problem-solving skills and the ability to analyse situations to find logical solutions.
• High stress tolerance and attention to detail.
• Ability to work effectively as part of a team.
• Sound judgment and the ability to manage difficult customer situations.

How to Apply

To apply for this position, please visit the official application portal.

Apply Online at fidelityservicesgroup.simplify.hr

Fidelity Services Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.