Call Coordinator, ZA

4 days ago

Cape Town, Western Cape, South Africa NSC Global Full time


Overview

NSC Global is currently looking for a Call Coordinator to join our growing company.

NSC Global provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with world-class enterprises, helping them become more agile, create commercial advantage and build quality through design, deployment, support and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with a corporate headquarters in London, UK and a US headquarters in New York, NY. Please review our website at for more information on our organization.

Main job purpose:

Responsible for ticket assignment based on queue monitoring. Works directly in customer CRM (ITSM Remedy) tool. Performs incident tracking, updates and resolutions. Creation of daily aging reports by account/customer. Handle escalations on a regular basis to include management. Participate in customer/technician conference calls. Assist technicians with issues and updates



Responsibilities

  • Monitor and daily control of customer ticket assignment queues.
  • Exceptional customer service.
  • Maintain internal SLA agreements in regards to ticket assignment/re-routing of tickets due to work balance.
  • Participation in daily conference calls to include technicians and customer.
  • Aware of changes within both internal and external customer applications as pertains to job function.
  • Ability to work effectively with technicians.
  • Adherence to assigned schedule.
  • Adhering to documented policies, procedures and processes for nscgobal and customer specific.
  • Clear and concise documentation of all customer interaction within appropriate CRM tool.
  • Able to function in a team environment.
  • Ability to back up other agents/departments when needed.
  • Continuous improvement of service delivery.

Reporting

  • Review Aged ticket report and work with dispatch resources to updated tickets.
  • Provide daily feedback on status of aged tickets (what is causing the "Age" and identify improvement steps).
  • Identify Duplicating of tickets while reviewing aging daily.


Qualifications

  • 1 - 2 years' work experience
  • High School Diploma is advantageous 

Competencies: 

  • Alliance/Astea and customer ticketing systems.
  • Common software applications.
  • Customer service aptitude.
  • Microsoft excel and word and excellent documentation skills.
  • Oral and written communication skills.
  • Ability to multi-task.
  • Support values and principles of nscglobal.   
  • ITSM Remedy System 
  • Reporting 
  • Understanding of end user equipment

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