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Tech Officer: Call Desk Agent

4 months ago

Bloemfontein, Orange Free State, South Africa BCXP Full time
Business unit, Department, Reporting

Business Unit:

Department:

Job grade : OP2

Core Description

Provide a service that will exceed the expectations of the Company's customers – both external and internal and to ensure that the agreed standards in respect of length of incident, wrap up time, log-on time and updating of database are maintained while ensuring that the incident is directed to the correct channels.

Key Deliverables / Primary Functions
  • Accurate and timeous logging, updating and closing of incidents, ensuring all necessary information supplied, including the Estimated Times of Arriva (ETA) for logged incidents.
  • Managing the assigned area, ensuring that incidents are resolved within the average Service Level Agreement (SLA) with the Customer (which is between 10 – 15%).
  • Following up on incidents logged daily, keeping a record relating to queries, as well as incidents closed daily, and generating a report of such.
  • Resolving between 700 to 900 calls daily with the correct closing details selected.
  • Updating the Cause and Warranty information, ensuring to inform the technician if the site is under warranty.
  • Recognising, documenting and alerting the Call Centre Supervisor of trends in customer calls.
  • Ensuring that issues / severities are escalated to the relevant managers; as well following up on escalations through the day, reporting feedback.
Core Functional Skills & CapabilitiesAttention to detailMicrosoft OfficeMicrosoft ExcelCommunicationTeamworkCore Behavioural CompetenciesWorking with peopleDelivering Results & Meeting customer expectationsFollowing instructions & proceduresPlanning & OrganisingCoping with pressures & setbacksCulture MatchJob MatchMinimum QualificationsNQF 4: Grade 12 National DiplomaAdditional Education -Preferred /AdvantageExperience

Minimum 2-years' experience within a Call Centre type environment.

CertificationsProfessional Memberships in Relevant IndustryLevel of Engagement & Span of ControlSpecial Requirements / Employment ConditionAbility to work extended /long hours as and when requiredWorkplace / Physical RequirementsFull-time Client Based PositionBillable