Fidelity Services: Entry Level Customer Services Administrator

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.

Responsibilities:

• 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)

Requirements:

• Grade 12 / 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

Skills and Competencies:

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