Outbound Esd Technical Officer

2 weeks ago


Midrand, Gauteng, South Africa Nexio Full time

ROLE PURPOSE
Give updates on Service Requests for customers phoning the ESD Outbound Service Desk

Perform basic tests before confirming closure and verify link status using intergrity.

  • Give feedback to customers calling into the IVR
  • Follow up with technical officers on Service Requests for activity updates on tickets without updates and revert with feedback to the customers
  • If no updates from Technical Officers escalate to their Squad Leader (Teams chat escalation and transfer the client to the hunt line)
  • Call clients and do a close the loop exercise before closing resolved calls using Zailab
  • Perform basic tests before closing calls
  • Close resolved calls
  • Assist the Inbound Team answering inbound calls from customers requesting to log a new ticket
  • Use MSPI & Integrity to obtain the correct information necessary to perform your duties and responsibilties
  • Be available on Zailab 8 hours during your shift to take customer inbound calls requesting updates
  • Log calls to relevant department(s) immediately when system issue is detected, i.e., Siebel/ Zailab and notify your Squad leader or Shift Squad Leader.
  • Follow the Escalation matrix

REQUIRED COMPETENCIES

  • Communication Skills.
  • Speed and Accuracy.
  • Problem solving.

GOALS

  • Zailab/IVR Availability
  • Call feedback and updates
  • Customer communication
  • Call abondonment rate
  • Closed resolved calls.


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