Technical Operation Centre Agent
5 months ago
The Coffee Importers and Roasters Organisation (CIRO) is a true coffee emporium. As the preferred one-stop
solution, CIRO offers expert services in sourcing, roasting, blending, packaging, training, equipment, technical support, national and international distribution and market trend analysis. As the largest manufacturer of pure coffee in South Africa, it is easy to understand why CIRO is a noteworthy front-runner within the coffee service industry and renowned for consistent quality, innovative product formats and extra value offering.
An exciting opportunity exists for a Technical Operation Centre Agent at CIRO in Meadowdale.
**Line Manager**: National Call Centre Manager
**Job Specification**:
**Key Performance Areas**
**Fielding Customer Calls**
Opening job cards in SAP, ensuring all info such as address, tel. numbers, contact person, equipment type, and proper description of fault is recorded including contract and serial number
Responsible to follow up on open job cards (updates, returns, quotes etc.)
Inform Customers/Sales Consultants when we cannot meet our deadlines or attend to their calls timeously
**Daily Reporting**
Distribute reports to Internal Customers within the Technical Management Team
Generate Daily Reports:
Avaya Telephone Stats
Toc Bot Stats
QR Labels
**Follow up on Quotes**
Follow up daily on Quotes generated by calling each customer for confirmation or decline of the quote generated by the team for Repair work, replacement of filters etc.
Customer’s feedback will be recorded in SAP
**Feedback to External and Internal Customers**
Confirmation of call being logged
Estimated timelines of completion of call
Possible delays in call resolution
**Knowledge Required**:
SAP knowledge required
Exposure to ERP systems
**Qualifications and Experience**:
Minimum Grade 12
Equipment Specific & coffee course will be advantageous
5 years’ experience in an administration and customer focused role
Technical Repair experience will be advantageous
Field Service Experience will be advantageous
Equipment Specific & Coffee course will be advantageous
**Competencies**:
Deliver Customer Service
Work with Others
Governance and rule following
Remain Composed and Resilient
Flexible and open to change
Communicate Clearly
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