Business unit, Department, Reporting Business Unit: Department: Job grade : OP2 Core Description Provide 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.
Core Functional Skills & Capabilities Attention to detail Microsoft Office Microsoft Excel Communication Teamwork Core Behavioural Competencies Working with people Delivering Results & Meeting customer expectations Following instructions & procedures Planning & Organising Coping with pressures & setbacks Culture Match Job Match Minimum Qualifications NQF 4: Grade 12 National Diploma Additional Education -Preferred /Advantage Experience Minimum 2-years' experience within a Call Centre type environment.
Certifications Professional Memberships in Relevant Industry Level of Engagement & Span of Control Special Requirements / Employment Condition Ability to work extended /long hours as and when required Workplace / Physical Requirements Full-time Client Based Position Billable