CLIENT CONTACT CENTRE AGENT (On-Site) Providing first-level support through taking calls and handling the resulting incidents or service requests using the incident reporting and request fulfilment processes.
Logging all relevant incident/service request details, allocating categorisation and prioritisation codes, providing first-line investigation and diagnosis, resolving incidents/service requests they are able to, escalating incidents/service requests that they are unable to and resolve within agreed times frames, keeping all relevant Stakeholders informed of the progress, adhering to the agreed SLA's.
FORMAL EDUCATION: Grade 12 or equivalent certificate NQF 5- Systems support Certificate in IT or Call Centres would be an advantage Diploma in IT and or Business would be an advantage EXPERIENCE: 1 - 2 years' experience in IT Call Centre Environment TECHNICAL / LEGAL CERTIFICATION: CompTIA A+ (International) Microsoft Certified Desktop Support Technician (MCDST) ITIL v3 Foundation Certification Apple Certification (advantageous) COMPETENCIES: Excellent communication skills and the ability to build rapport with the customer Ability to work well in a team Resilience / Fortitude Problem Solving Attention to detail Customer orientation Conscientious RESPONSIBILITIES: Serve as a Single Point of Contact (SPOC) for User Community to log Incidents and Service Requests Perform initial diagnosis and attempt First Call Resolution or dispatch to Resolver Groups Individual/one-to-one communication with customers/users Assign/re-assign service calls to incident handling staff Provides user community with unique reference numbers Produce management information Answer and complete calls wirhin the required SLA requirements Perform (on-demand) Customer Satisfaction Surveys (Outbound) Follow up on customer satisfaction Conduct customer satisfaction surveys Data Entry Speed & Accuracy Processing customer information and data quickly & Accurately Entering information while on the phone with client (Real time capturing) Understand the client requirements and capture accordingly to ensure 1st time resoltion when second line or Field Support attend to incident Problem Solving Be intellectually capable to resolve complex issues Deal well with complex and unfamiliar information received Solve problems effectively woth compassion Readily learn and apply new information and skills on the job Customer Focus Be dedicated to meeting the needs and expectations of customers Effectively elecit first-hand customer information and use it to resolve their queries Act with the clients requirments in mind Answer clients questions tactfully, use appropriate language when speaking with client, apologize when/ and if appropriate Process Enhancements Identify and communicate process failures along with suggested improvements Contribute to the Solutions Database Log unknown errors in the Solutions Database Team Development and Support Actively participate in enhancing the Productivity of the team Knowledgement sharing