Call Centre Agent
2 months ago
**Key Responsibilities**:
- Provide customer support during 24/5 operational hours, ensuring timely responses to inquiries.
- Answer incoming calls within 20 seconds, meeting a target compliance rate of 90%.
- Verify requestor information and accurately assess the details of each request.
- Log requests against location, equipment, and priority level in the system.
- Inform requestors of the expected time of attendance based on Service Level Agreement (SLA) timings.
- Ensure all work orders are completed by the service provider, with relevant technical information uploaded onto the INFOR EAM contractor’s portal system.
- Check the completeness and correctness of work order information, obtain client sign-off, and close the work order in a timely manner.
- Deliver monthly standard reports on call metrics and work order statuses.
- Address any information queries related to requests and work orders.
**Qualifications**:
- Matric / Certificate in a relevant field.
- Minimum of 2 years of experience as a Call Centre Agent or in a similar customer service role.
- Infor EAM system experience is a must
- Strong verbal and written communication skills.
- Excellent organizational and multitasking abilities.
- Attention to detail with a focus on accuracy and compliance.
**Job Types**: Full-time, Temporary
Contract length: 12 months
**Experience**:
- Call Centre Agent: 2 years (preferred)
- Infor EAM System: 1 year (preferred)
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