Service Level (Response Time) Resolution Rate Call Handling Time Customer Feedback Scores
Service Level (Response Time) Resolution Rate Call Handling Time Customer Feedback Scores
As the Group Customer Care Manager, you will play a pivotal role in overseeing and enhancing the customer
and supported in the FSG team. Fidelity Services Group (Pty) Ltd supports global fair practice and business
As the Group Customer Care Manager, you will play a pivotal role in overseeing and enhancing the customer
necessary adjustments and cancellations. Make outbound calls to customers in relation to validation procedures/ the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies Service Skills Previous experience within the contact centre/insurance industry beneficial Experience Required: ideal. Experience taking both outbound and inbound calls Providing the best resolution for the customer Skills
necessary adjustments and cancellations. Make outbound calls to customers in relation to validation procedures/ the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies Service Skills Previous experience within the contact centre/insurance industry beneficial Experience Required: ideal. Experience taking both outbound and inbound calls Providing the best resolution for the customer Skills
necessary adjustments and cancellations. Make outbound calls to customers in relation to validation procedures/ the requirements, and act in accordance with, the Group Code of Conduct and Fitness and Propriety policies Service Skills Previous experience within the contact centre/insurance industry beneficial Experience Required: ideal. Experience taking both outbound and inbound calls Providing the best resolution for the customer Skills
between years of study. Works with the Admission Centre to understand different curriculum scenarios (e Service Level Agreement for the Customer Relations Centre and escalates queries to the Senior Customer Relations student contact made by the Customer Relations Centre on the academic system. Provides various letters/documents Supports other member of other Customer Relations Centre team to ensure and drive the efficient resolution legislation relevant to the Customer Relations Centre. Supports and collaborates with other members of
communicating with clients via email, video, or phone call. Own reactive client success processes: cancellations experience Experience with Microsoft 365 Admin Centre/Google Workspace Admin preferred Ability to build