Tech Officer: Call Desk Agent
6 months ago
Business Unit:
Department:
Job grade : OP2
Core DescriptionProvide a service that will exceed the expectations of the Company’s customers – both external and internal and to ensure that the agreed standards in respect of length of incident, wrap up time, log-on time and updating of database are maintained while ensuring that the incident is directed to the correct channels.
Key Deliverables / Primary Functions- Accurate and timeous logging, updating and closing of incidents, ensuring all necessary information supplied, including the Estimated Times of Arriva (ETA) for logged incidents.
- Managing the assigned area, ensuring that incidents are resolved within the average Service Level Agreement (SLA) with the Customer (which is between 10 – 15%).
- Following up on incidents logged daily, keeping a record relating to queries, as well as incidents closed daily, and generating a report of such.
- Resolving between 700 to 900 calls daily with the correct closing details selected.
- Updating the Cause and Warranty information, ensuring to inform the technician if the site is under warranty.
- Recognising, documenting and alerting the Call Centre Supervisor of trends in customer calls.
- Ensuring that issues / severities are escalated to the relevant managers; as well following up on escalations through the day, reporting feedback.
Minimum 2-years’ experience within a Call Centre type environment.
CertificationsProfessional Memberships in Relevant IndustryLevel of Engagement & Span of ControlSpecial Requirements / Employment ConditionAbility to work extended /long hours as and when requiredWorkplace / Physical RequirementsFull-time Client Based PositionBillable-
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