Customer Support Agent

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Job Title: Customer Support Agent (Scheduler)
Division: SecureDrive
Company: Fidelity Services Group
Location: Krugersdorp, Gauteng
Employment Type: Permanent
Industry: Security and Investigations
Function: Customer Service
Experience Level: Entry Level
Posted Date: 04 June 2025
Closing Date: 11 June 2025

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Job Purpose

To deliver exceptional customer service by assisting clients via phone, email, or face-to-face. This includes addressing customer queries, resolving issues, training clients, and coordinating with internal departments to ensure service excellence.

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Duties and Responsibilities

• Handle customer enquiries and provide product/service support

• Communicate professionally via various channels (phone, email, face-to-face)

• Resolve complex and long-standing customer issues, often in collaboration with technical teams (South Africa, India, Jamaica)

• Manage customer complaints and provide detailed feedback reports

• Issue refunds or compensation according to policy and approvals

• Maintain accurate customer records and correspondence

• Create customer training content and deliver training (remote/on-site)

• Assist with system setup and user onboarding

• Develop FAQs and improve customer feedback procedures

• Stay updated on product/service offerings

• Manage high volumes of customer calls and emails

• Address customer issues efficiently and professionally

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Minimum Qualifications and Experience

• Matric / Grade 12 (required)

• Relevant qualification/degree (advantageous)

• Strong verbal and written communication skills

• Computer literacy: MS Office (Excel, PowerPoint, etc.)

• Telematics experience (advantageous)

• Understanding of customer service and supply chain scheduling

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Key Attributes

• Patience, attentiveness, assertiveness

• Clear communication and positive language use

• Action-oriented with strong time management

• Detail-focused and analytical

• Problem-solving skills

• Ability to thrive under pressure in a fast-paced environment

• Strong planning and organizational skills

• Professional work ethic and team mindset

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Additional Notes

• Preference is given to current employees; appointments based on merit

• Historically Disadvantaged and Black Female Candidates are encouraged to apply

• If not contacted within 10 working days of the closing date, consider your application unsuccessful

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