Technical Dispatch Agent Level 2

6 months ago


Midrand, South Africa Fidelity Services Group Full time

**JOB DESCRIPTION - TECHNICAL DISPATCH AGENT LEVEL 2**

DEPARTMENT: CCC Customer Contact Centre

REPORTS TO: Technical Supervisor

BASED IN: Midrand JHB

QUALIFICATION & EXPERIENCE:

- Grade 12
- Customer Service oriented and experience
- Coordinating Schedules & Appointments
- Call Centre experience beneficial
- Continuous Improvement experience beneficial

JOB REQUIREMENTS & OTHER ATTRIBUTES:

- Computer literate (MS Office, Listener, Outlook, Internet)
- Knowledge of security systems user operation
- Professional
- Customer focused
- Driven for results
- Good verbal and oral communication skills
- Ability to handle pressure
- Telephone etiquette
- Understanding in diversity in customer behaviour
- Punctual
- Ability to meet deadlines
- Ability to Organise, Schedule & Coordinate appointments
- Verbal & written Communication skills.
- Problem Solving / Analyse and Execution of appropriate action.
- Customer centric.
- Attention to detail.
- High Stress Tolerance.
- Punctuality / Time keeping.
- Computer skill.
- Basic Technical user related Skills.
- Afrikaans and English Telephone skills.
- Effective execution of tasks & requirements
- Organising & Prioritising
- Time Keeping
- Motivating
- Effective Team Player

**MAIN PURPOSE OF JOB**:
The aim of a Technical Dispatch Agent (Level 2) is to:

- Book & Schedule service calls.
- Dispatch & Coordinate Technicians to attend all scheduled work.
- Follow up with customers to ensure times & schedules are met.
- Inform relevant management or other parties in the event of exceptions or reoccurring issues.
- Exercise good interpersonal skills to be able to deal with difficult customers at all levels.
- To build customer’s interest in the services and products offered by the company.
- Update the existing databases with changes as acquired from the customer.
- Have good verbal and oral communication skills.
- Ability to create grammatically correct responses.
- The person should also know what to write while utilizing communication, be able to quickly recognize signals of a disgruntled customer and be able to respond appropriately.
- Ability to comprehend, capture as well as interpret basic customer information.
- Ability to treat people with respect under all circumstances
- Instil trust in others by upholding the values of the organization.
- Must have sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the need of the customer, solicit service/assistance.
- Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands
- Analyse the various parts of a problem properly and develop logical solutions
- Quality management - to look for means of improving as well as promoting quality within the company as well as with fellow employees
- Complete Ad-hoc duties from time to time
- Phone marketing “Yes” reply lists to build extra revenue
- Drive technical revenue for the business trough campaign
- Answer all queued & escalated incoming telephone calls in an efficient and professional manner
- Coordinate service requests in accordance with F-ADT policy, customer needs and technician availability
- Ensure that all information given by the customer corresponds with the information on the system
- Rebooks to be done up to date on a daily basis if need be
- Liaise with CAD for Installation Warranty Booking or escalate to CAD
- Following up with customers after Technician’s visit - Before & After service communication to be done daily.
- Coordinate after hour calls for standby Technicians whilst still on duty if shift s exceed normal work hours or with “standby” supervisor.
- Assisting customers & technicians on an on-going basis.
- Assist with all related queries or complaints within a time period of 48hrs
- Give full feedback to customers (internal and external on all queries)
- Resolve query and walk trough to the end, take ownership
- Quality Feedback and Timeous Resolution required
- Attend all required meetings and training sessions
- Keep your workstation / office neat and tidy at all times
- Not abuse company communication systems for private usage
- Adhere to shift roster and office hours.
- STANDARD OPERATING PROCEDURES
- Ensure that the disciplinary code is adhered to at all times.
- Standing Operating Procedures must be upheld.
- Meeting and keeping to agreed targets.
- High & professional standard of service must be upheld.
- General CCC House rules are adhered to

NOTE: The job description is a guideline of key performance areas, but does not limit your activities to the content herein. Your role is to continuously add value to our company and carry out any reasonable instructions from management, thus ensuring that all teams meet company objectives.

**_



  • Midrand, South Africa Fidelity Services Group Full time

    **Customer Contact Centre) Fidelity ADT - Outbound Customer Service Retention Agent Level 2** Reporting to: Customer Service Retention Supervisor Overall Purpose of the Job: Support and provide superior service to internal and external customers cancel. **Minimum Qualifications and Experience**: - Matric - A minimum of 2 years customer service...


  • Midrand, South Africa Managed People Solutions Full time

    **Key Responsibilities**: - Create and implement best practice dispatch principles, policies, and processes across the organization to improve operational and financial performance. - Plan, coordinate and manage the movement of outgoing export orders and those delivered locally through External Transporters. - Manage External Transporters by ensuring...


  • Midrand, South Africa Fidelity Services Group Full time

    **Job Description: Level 2: Call Centre Sales Supervisor =Sales Outbound and Reconnection** **JOB TITLE**: Level 2 Call Centre Sales Supervisor (Customer Relations Coordinator Contact Centre) Reconnections **MAIN PURPOSE OF JOB**: - Ensure every moving client of FADT is assisted according to the required process. Achieve the required appointment numbers...


  • Midrand, South Africa Fidelity Services Group Full time

    Proposed Job Title: Level 2 Call Centre Sales Supervisor -Outbound Reconnections Grade: Reporting to: CCC Outbound Sales and Client Retentions Manager **Job Summary Information** Function: Ensure every moving client of FADT is assisted according to the required process. Achieve the required appointment numbers for Reconnections and...

  • Dispatch Agent

    6 months ago


    Midrand, South Africa Hemmersbach GmbH & Co. KG Full time

    Ensure successful and high-quality service delivery by effectively supporting business with global projects. - South Africa - Midrand - Young professionals - Full-time **—** Your Benefits **—****: - Buddy program- Flat hierarchies- Internal career development- Job with purpose- Mentor program- Mobile working- Onboarding program- Trusted working...

  • Dispatch Clerk

    1 month ago


    Midrand, South Africa DSM Full time

    Dispatch Clerk Location: Midrand, South Africa Company At DSM-Firmenich people are at the heart of the company. We are committed to equal employment opportunities and value diversity in the workplace. Job Purpose Involves coordinating the movement of goods and products within the warehouse and ensuring timely delivery to customers. Key...

  • Dispatch Clerk

    2 months ago


    Midrand, South Africa DSM Full time

    **Dispatch Clerk** **Location: Midrand, South Africa** **Company** At DSM-Firmenich people are at the heart of the company. We are committed to equal employment opportunities and value diversity in the workplace. **Job Purpose** Involves coordinating the movement of goods and products within the warehouse and ensuring timely delivery to...


  • Midrand, South Africa Fidelity Services Group Full time

    **MAIN PURPOSE OF JOB**: To provide superior service to internal and external customers via all contact channels and all media. Ensure the Service Level KPI’s is achieved at all times. **QUALIFICATION & EXPERIENCE**: - Matric or relevant qualification - Customer Service experience in a Call Centre environment would be advantageous - Computer literacy...


  • Midrand, South Africa BCXP Full time

    Business Unit, Department, Reporting Job grade/level OP2 Business Unit Digital Solutions Platform Department Octane Position reports to Team Leader: Call Desk Span of Control 0 Core Description Responsible for providing technical support to service station dealers IRO the various products and services that we provide. Understand the various Software and...


  • Midrand, South Africa iSON Xperiences Full time

    OVERALL PURPOSE OF JOBYou will be responsible for responding to inbound queries, resolving Dealer queries as well as reconciliation items and review procedure manuals. You will also update standard letters for dealing with queries.Main Responsibilities including but not limited to:FCR/Service level drivenSettlement quotes/Natis/ Moratoriums/Exit Letters....


  • Midrand, South Africa iSON Xperiences Full time

    OVERALL PURPOSE OF JOB You will be responsible for responding to inbound queries, resolving Dealer queries as well as reconciliation items and review procedure manuals. You will also update standard letters for dealing with queries. Main Responsibilities including but not limited to: FCR/Service level driven Settlement quotes/Natis/ Moratoriums/Exit...


  • Midrand, South Africa iSON Xperiences Full time

    OVERALL PURPOSE OF JOBYou will be responsible for responding to inbound queries, resolving Dealer queries as well as reconciliation items and review procedure manuals. You will also update standard letters for dealing with queries.Main Responsibilities including but not limited to:FCR/Service level drivenSettlement quotes/Natis/ Moratoriums/Exit Letters....


  • Midrand, South Africa Shared Mobility Africa Full time

    MobifyTracker, a dynamic division of Shared Mobility Africa, is currently seeking passionate and results-driven Field Agent Coordinator to join our rapidly growing team. As a Field Agent Coordinator, you will have the chance to support the coordination of field agents, assist in service schedules, and contribute to the efficient delivery of technical support...

  • Service Desk Agent I

    6 months ago


    Midrand, South Africa iOCO Full time

    JOBNUMBER **iOCO02899** - CONTRACT TYPE **Permanent** - STATE/PROVINCE **Gauteng** - CONTRACT TYPE: **OnSite** **The Role**: iOCO Infrastructure Services: Where Challengers and Innovators Thrive. We are currently hiring for the position of **Service Desk Agent I** to join our IT support team. As a Service Desk Agent I, you will be the first point of...

  • Service Desk Agent

    1 month ago


    Midrand, South Africa iOCO Full time

    JOBNUMBER **iOCO03418** - CONTRACT TYPE **Permanent** - CONTRACT TYPE: **OnSite** **The Role**: iOCO Infrastructure Services Invites You to Explore Possibilities. We are seeking a proactive and customer-focused **Service Desk Agent** to join our dynamic IT support team. In this role, you will serve as the first point of contact for technical support,...

  • Logistics Coordinator

    2 months ago


    Midrand, Gauteng, South Africa Kontak Recruitment Full time

    Dispatch Supervisor Job DescriptionOur client, a leading animal feed additives and disinfectant products manufacturer, seeks a skilled Dispatch Supervisor to oversee the efficient delivery of products to customers.Key Responsibilities:Create and implement best practices for dispatch operations to improve performancePlan, coordinate, and manage the movement...

  • IT Service Desk Agent

    2 months ago


    Midrand, South Africa Nexio Full time

    **ROLE PURPOSE** With a commitment to delivering high-quality customer service, the IT Service Desk Agent addresses incoming requests, logs detailed information in the Call Logging system, and uses their expertise to resolve issues promptly. **ROLE REQUIREMENT** - Manage end to end all calls logged and providing updates to keep customers informed. -...


  • Midrand, South Africa Shared Mobility Africa Full time

    We are leading provide of technology services in the public transport industry and our software is tailored to meet the specific needs of managing a successful transport business. We are seeking an enthusiastic and detail-oriented IT Field Technician Agent to join our team. As an IT Field Technician Agent, you will play a crucial role in providing on-site...

  • Site Agent

    6 months ago


    Midrand, South Africa Mshindi Consulting Full time

    Experience: As a Site Agent with a minimum of 10 years of experience in the construction of reinforced concrete structures related to bulk water systems i.e. pipelines, pump stations, reservoirs and valve chambers. Qualifications: Qualified in a relevant trade, or a qualification (degree, diploma or equivalent to NQF level 6) in construction management or...


  • Midrand, Gauteng, South Africa Express Employment Professionals Full time

    Job Title: High-Level Surveillance SpecialistAbout the Role:We are seeking a skilled and experienced High-Level Surveillance Specialist to join our team at Express Employment Professionals. As a key member of our operations team, you will play a crucial role in providing 24/7 camera- and alarm surveillance on sites, tracking, mobile tracking, call centre,...