Call Coordinator

3 weeks ago

Midrand, South Africa UT Information Technologies (Pty) Ltd Full time

CALL COORDINATOR

**Job Purpose**:
To allocate, monitor and manage calls received for support and ensure completion of the service within the clients SLA. Manage Clients/Users requests and communicate with users and Engineers to coordinate service.

**Required: Qualifications**

Grade 12
Business Administration or Call Centre Certificate
A+ and N+ (Advantage)

**Required: Experience**

1 years' call centre experience
1 years' Experience in administration or in a similar position
1 year's IT experience working in desktop support (Advantage)

**Preferred: Knowledge**

SharePoint & Technology
Experience in administration & following up
IT/Computer Knowledge
SLA Understanding

**Required Competencies**

Demonstrated ability to work with a high level of initiative to tight deadlines and provide innovative thinking around administration.
Able to work in a fast-paced environment.
Working under pressure
Deadline driven.
Strong attention to detail.
Accurate/Meticulous/Efficient/Strong/Confident
Good communication skills
Computer literacy including developed skills on (MS Office Suite)
The ability to manage own workload and to work as part of a team.
Honest and Reliable

**Job Specification & Key Responsibilities**

Receive calls on the IOWA/E-WORX system, with an instruction from the Regional Manager/Team Leader, in respect of call assignment, and assign calls to engineer accordingly.
Assign calls to Field Support Engineers in the absence of the Regional Manager/Team Leaders
Contact the relevant Field Service Engineer by WhattsApp and telephonically and inform about the call and determine timeline for servicing the client.
Call the client and inform of availability of technician.
Update information on the system
Utilise Microsoft outlook to prompt appointments and follow up to ensure that appointment is kept.
Follow up with engineers to ensure that they attend the appointment.
Update the system in terms of the Field Engineers movements (real time updating) for record keeping and management purposes.
Check that Field Service Engineer is on site, determine work in progress, completion time and update system at each stage.
Ensure that all calls are updated daily until finalization.
Escalate calls to Regional Managers/Team Leaders and copy relevant parties in terms of SLA management.
Act on call priority status e.g., if urgent, ensure that the relevant escalation paths are followed.
Complete and submit FSE's Timesheets
Liaise with Regional Managers/Team Leaders and Engineers to ensure that the Field Support Department is run smoothly, Communicate, Update and Provide Feedback.
Follow up with Engineers who have not clocked in/filled in daily attendance to do so.
Handle and carry out admin duties/ requests and queries from Management and Team.

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