Inbound Esd Ivr Technical Officer

2 weeks ago


Midrand, Gauteng, South Africa Nexio Full time

ROLE PURPOSE

  • Log customer Service Request for customers phoning the ESD Inbound Service Desk.
  • Perform basic 1st Line trouble shooting; confirm power; verify link status using Integrity.

ROLES & RESPONSIBILITIES

  • Answering inbound calls from customers requesting to log a service request.
  • Log new service requests.
  • Using MSPI & Intergrity to obtain the correct necessary to complete the template.
  • Be available on Zailab 8 hours during your shift to take customer inbound calls.
  • Perform basic troubleshooting.
  • Take ownership of the Service Request where 1st Touch resolution is possible, resolve and close the call.
  • Assist the Outbound team to 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)
  • 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 (afterhours).

GOALS

  • Zailab/IVR Availability
  • Call loggind and quality
  • Customer Satisfaction
  • Call abondonment rate

REQUIRED COMPETENCIES

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


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