Tech Officer: Call Desk Team Leader
10 hours ago
Business unit, Department, Reporting
**Business Unit**: CPS
**Department**: Field Service
**Reports to**: Manager: Service Centre (M/S5) Core Description
The purpose is to ensure delivery of quality services and support across multiple customers, with and by competent people Key Deliverables / Primary Functions
Management of the following, ensuring calls are assigned timeously, actioned within SLA agreements:
Responding to incidents and resolving them using remote dial in / assistance functionality;
Following up and monitoring incidents;
Following up on escalations, ensuring necessary feedback is supplied;
Providing support to all clients calling on a 1st level diagnosing and resolution of incidents.
Raising and closing quotes, as well raising and debriefing Lexmark claims.
Keeping records relating to queries and problem calls and distributing these on a weekly / daily basis.
Ensure follow up calls on all closed calls on a daily basis and generate report of such.
Identify clients who need further training.
Assist with the Overtime and Weekend scheduling for reporting staff Core Functional Skills & Knowledge Attention to detail Microsoft Office Communication Leading Teams / Team Leadership Core Behavioural Competencies Leading and supervising Working with people Planning & Organising Following instructions & procedures Achieving personal work goals & objectives Culture Match Job Match Minimum Qualifications NQF 4: Grade 12 National Diploma Additional Education -Preferred /Advantage Experience
Minimum 2-years’ Call Centre experience, preferably within the retail environment, and preferably in a senior position Certifications Professional Memberships in Relevant Industry Level of Engagement & Span of Control
Span of Control
5 - 10
Level of Engagement
Engagement will all levels within the organisation, internal and external to the business. Special Requirements / Employment Condition Valid Drivers license Ability to work extended /long hours as and when required Workplace / Physical Requirements Client Roaming Billable
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