Customer Services Analyst\agent

2 weeks ago

Cape Town, South Africa Logicalis Full time

Job Snapshot

**Employee Type**:

- Full-Time

**Location**:
Cape Town**Job Type**:

- Customer Service

**Experience**:

- Not Specified

**Date Posted**:

- 2/26/2024
- Why choose Logicalis?- It’s not just IT solutions, It’s IT global know-how Logicalis is an international multi-skilled solution provider providing digital enablement services to help customers harness digital technology and innovative services to deliver powerful business outcomes.- Logicalis employees are innovative, smart, entrepreneurial and customer centric, with a shared ambition of making Logicalis the worlds leading IT Solutions provider

We offer speedy decision-making, opportunities for personal development, and a supportive, inclusive environment that celebrates our diversity.

Join us and become a part of something epic

**ROLE PURPOSE**

The requirement is for a 24x7 operation with main support hours aligned with South Africa business operational hours - you will be required to work in shift.

**ROLE RESPONSIBILITIES**:
**Improve Quality of tickets by creating Knowledge articles - Target 90%**

Identify operational trends and provide actionable recommendations to improve service levels and Quality of Service (QoS).

Plan and document standard operating procedures, call routing, and call management strategies.

Update the knowledgebase articles for key processes

**Service Level agreements\Retain customers - Target 80% (FCR)**

Gather customer and technical information to assess appropriate level of service and urgency.

Update customer databases with service request details and resolution outcomes.

Assign service requests to the appropriate resources and coordinate work with those resources to ensure they are addressed in accordance with agreed SLAs.

Monitor progress of the service requests and escalate when needed.

Follow up with customers to ensure their inquiries and service requests have been fully addressed.

Identify opportunities to improve customer service processes.

Develop and maintain relationships with customers to ensure positive customer experience.

Respond quickly to customer requests for service and ensure timely closure of incidents and requests.

**Customer experience\Team Collaboration - Target 90%**

Establish and maintain strong relationships with suppliers, internal staff and customers to ensure a high level of service delivery.

Work closely with external contractors to arrange site visits or remote access sessions

Work closely with internal teams and stakeholders.

**Development\Training - Target 100%**

Identify own areas of development and advise Team Lead of courses that can assist in closing the gap.

Provide technical advice and training to more junior colleagues.

**QUALIFICATIONS**
- Matric
- A+
- N+
- IT Diploma or Certificate (preferred)
- ITIL Foundation (advantageous)

**EXPERIENCE**

At least one year’s experience in an IT Service Desk or Helpdesk role or an equivalent IT degree.

Knowledge of system troubleshooting techniques.

Strong problem-solving and analytical skills.

Good communication skills both written and verbal.

Ability to work well and collaboratively in a team environment.

**Supported Applications**

**Operating Systems**

**Office Applications**

Windows 10

Adobe Flash

Windows 11

Adobe Reader

**Security Applications**

VirusScan

**Internet Browsers**

Google Docs

Apple Safari

Java for Windows

Google Chrome

Microsoft Access

Microsoft Internet Explorer

Microsoft Excel

Mozilla Firefox

Microsoft Live Meeting

**Mobile Devices**

Microsoft Lync

Android Devices (Tablets/Phones)

Microsoft Office 365

iOS Devices (iPads/iPhones)

Microsoft Outlook

Windows Mobile (Tablets/Phones)

Microsoft PowerPoint

**Hardware**

Microsoft Project

Printers

Microsoft SharePoint

Laptops

Microsoft Silverlight

Desktops

Microsoft Visio

Peripherals (keyboard, mouse)

Microsoft Word

At least one year’s experience in an IT Service Desk or Helpdesk role or an equivalent IT degree.

Knowledge of system troubleshooting techniques.

Strong problem-solving and analytical skills.

Good communication skills both written and verbal.

Ability to work well and collaboratively in a team environment.

**Supported Applications**

**Operating Systems**

**Office Applications**

Windows 10

Adobe Flash

Windows 11

Adobe Reader

**Security Applications**

VirusScan

**Internet Browsers**

Google Docs

Apple Safari

Java for Windows

Google Chrome

Microsoft Access

Microsoft Internet Explorer

Microsoft Excel

Mozilla Firefox

Microsoft Live Meeting

**Mobile Devices**

Microsoft Lync

Android Devices (Tablets/Phones)

Microsoft Office 365

iOS Devices (iPads/iPhones)

Microsoft Outlook

Windows Mobile (Tablets/Phones)

Microsoft PowerPoint

**Hardware**

Microsoft Project

Printers

Microsoft SharePoint

Laptops

Microsoft Silverlight

Desktops

Microsoft Visio

Peripherals (keyboard, mouse)

Microsoft Word

Microsoft Works

Active Directory

Microsoft Works

Active Directory

*

  • Insurance Customer Service Agent

    Found in: Talent ZA C2 - 1 day ago

    Cape Town, South Africa WNS Global Services Full time

    Job DescriptionPrimary Job Duties & ResponsibilitiesRole involves handling inbound calls from customers/agents to resolve queries on their accountsRole requires providing excellent customer service on queries related to processing insurance policy related transactions – new business, renewals, amendment, enquiries, etc. received from CustomersReview and...

  • Customer Service Agent

    Found in: beBee jobs ZA - 2 weeks ago

    Cape Town, Western Cape, South Africa MIBCO Full time

    MIBCO's job vacancy, Career and RecruitmentJob title : Customer Service Agent – Western Cape jobs in Western CapeJob Location : Western Cape, Cape TownDeadline : May 19, 2024Quick Recommended LinksJobs by LocationJob by industries Duties and ResponsibilitiesLogs and tracks all enquiries and complaints on the system (first line of support).Handles all...

  • Insurance Customer Service Agent

    Found in: Talent ZA C2 - 3 weeks ago

    Cape Town, South Africa WNS Global Services Full time

    Job DescriptionPrimary Job Duties & ResponsibilitiesAssess customer situations to provide quotes, policy inquiries and changes, billing questions, and technical support.Review and resolve policy cancellations, reinstatements, and service-related complaints.Act as expert for multiple online billing systems and agency portal website to provide proactive agency...

  • Customer Service Agents

    Found in: beBee S ZA - 4 weeks ago

    Cape Town, South Africa Jobking Full time

    Customer Service Agents (Insurance Industry) Requirements: Matric is essential At least one year’s call-centre customer service experience, ideally with working knowledge of the insurance industry A minimum of 30 FAIS credits (if you were employed in the Insurance industry before July 2013) and/or RE (completing the regulatory exam) Must be...

  • Customer Service Agents

    Found in: beBee S ZA - 3 weeks ago

    Cape Town, South Africa Jobking Full time

    Customer Service Agents (Insurance Industry) Requirements: Matric is essential At least one year’s call-centre customer service experience, ideally with working knowledge of the insurance industry A minimum of 30 FAIS credits (if you were employed in the Insurance industry before July 2013) and/or RE (completing the regulatory exam) Must be...

  • Customer Service Agent

    Found in: Talent ZA C2 - 3 weeks ago

    Cape Town, South Africa Telebest Full time

    Our client has an opportunity available for a Customer Service Agent.Requirements:Ability to problem solve and perform analytical skills.Good communication skills.Passionate about customer service.Ability to think creatively and innovatively.MatricBasic numeracy advanced literacy skills.12 months of Call Centre Customer Service experience.Product knowledge...

  • Customer Service Agent

    3 days ago

    Cape Town, South Africa Frogg Recruitment Full time

    **Customer Service Agent Paarden Eiland Cape Town** The purpose of the role is to accurately receive customer products into the warehouse, allocate them accordingly into the warehouse, and dispatch orders in full, in time as per the stipulated Standard Operation Procedure (SOP) to maintain good consistent customer service. **Salary Negotiable** **Min...

  • Customer Service Agent

    5 days ago

    Cape Town, South Africa Table Bay Cold Storage Full time

    We are looking to appoint a Customer Service Agent in the Operations Department. You will report to the Warehouse Supervisor. You will fulfil the necessary requirements within the Department to meet the Company’s objectives by providing administrative support to ensure the efficient operation of the Department and Office. **KEY JOB FUNCTIONS**: -...

  • Customer Service Centre Agent

    Found in: Talent ZA C2 - 3 weeks ago

    Cape Town, South Africa Telebest Full time

     Our client has an opportunity available for a Customer Service Centre Agent.Requirements: Matric – essential3+ years in a Customer Service environment in a similar role with the ability, knowledge and skills in providing excellent customer service support – essential.Proficient in Microsoft Office 365 with a focus on applicable tools to execute areas...

  • Repairs Clerk and Customer Service Agent

    4 days ago

    Cape Town, South Africa Ciovita Full time

    We are looking for a highly organised and detail-oriented customer service agent to oversee the repair process and ensure exceptional customer satisfaction. As a customer service agent, you will play a vital role in managing and coordinating the repair process, ensuring timely resolution of customer issues. **Responsibilities**: Serve as the primary point...

  • Custom clearing agent

    Found in: Talent ZA C2 - 3 weeks ago

    Cape Town, South Africa PRR Recruitment Services Full time

    CUSTOM CLEARING AGENT – Epping –R16k neg  -Export documents to Namibia-Receive invoices and making copies-Declaration of road transport documents using Easy Clear programme-Declaration of road transport documents using Assycuda (Namibia)-Submitting border documents to SARS customs-Generate and print the manifest – make sure all VAT payments , permits...

  • Customer Service Agent

    4 days ago

    Cape Town, South Africa Fidelity Services Group Full time

    **Overall Purpose of the Job**: Taking care of the customer's needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after the customer's requirements are met. **Responsibilities**: - Giving advice to prospective customers of the various Umsuka products on offer. - Addressing and resolving client...

  • Customer Service Agent

    Found in: beBee S ZA - 2 weeks ago

    Western Cape, Cape Town, South Africa MIBCO Full time

    MIBCO’s job vacancy, Career and Recruitment Job title : Customer Service Agent – Western Cape jobs in Western Cape Job Location : Western Cape, Cape Town Deadline : May 19, 2024 Quick Recommended Links Jobs by Location Job by industries Duties and Responsibilities Logs and tracks all enquiries and complaints on the system (first line of...

  • Customer Service Agents Cpt

    4 days ago

    Cape Town, South Africa Surgo HR & Training Full time

    **Job Purpose**: Are you as passionate about customers as we are? Do you have strong interpersonal skills, enthusiasm for speaking with people, and a mind for problem-solving? If you love interacting with other people, this is the role for you! Our Customer Care Agents take pride in providing the best customer service support by handling external customer...

  • Jnr Customer Service Agent

    Found in: Talent ZA C2 - 3 weeks ago

    Cape Town, South Africa Recruitment Full time

    Jnr Customer Service Agent (JB4213)Cape TownMarket RelatedProvide outstanding customer service to clients via various communication channels including phone, email, and live chat.Address customer inquiries, concerns, and complaints promptly and professionally.Assist customers with product information, troubleshooting, and issue resolution.Collaborate with...

  • Customer Services Agent

    2 days ago

    Cape Town, South Africa SPARK Schools Full time

    SPARK Schools is a social impact disruptor and is leading change in the education space through its network of affordable private schools. The SPARK Schools network provides transformational education innovation through Africa’s first blended learning model, which elevates student achievement and provides the tools teachers need to serve their students...

  • Customer Service Agent-Yuppiechef

    Found in: beBee jobs ZA - 2 weeks ago

    Cape Town, Western Cape, South Africa Jobking Full time

    Customer expectations for excellent service have never been higher and the most important element of our business is our customers. Without them, we would not exist and making their customer experience enjoyable and satisfying is essential to our success. Providing top class customer support helps make our company stand out and we are looking for an...

  • Korean & English - Customer Service Agent

    4 days ago

    Cape Town, South Africa Jev Job Solution (Pty) Ltd Full time

    **Customer Service Agent with Korean & English language skills.** **Salary**: R18? K - R 20 K Medical Aid: Discovery Health, Plan: Classic Smart, R2200, from start of the contract (+/-7 days) Pension Annuity: 10% (on top of base salary) after the 6 months employment 21 days of leave Parking 13th check = bonus paid out in birthday month Working hours:...

  • Italian Speaking Digital Customer Service Agent Job

    5 days ago

    Cape Town, South Africa Language Recruiters Full time

    Do you like online advertising and new technologies? If you are motivated, creative and open-minded, we might have the perfect **job** for you! An innovative and international company has an amazing job opportunity for an **Italian speaking Digital Customer Service Agent** to join their team in **Cape Town, South Africa**. Join a company that takes care of...

  • Dutch Speaking Digital Customer Service Agent Job

    5 days ago

    Cape Town, South Africa Language Recruiters Full time

    Do you like online advertising and new technologies? If you are motivated, creative and open-minded, we might have the perfect **job** for you! An innovative and international company has an amazing job opportunity for a **Dutch speaking Digital Customer Service Agent** to join their team in **Cape Town, South Africa**. Join a company that takes care of you...