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Inbound Esd Ivr Technical Officer

2 months ago

Midrand, 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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