Tech Officer: Call Desk Agent
BCX
Kramerville, Gauteng
Salary not specified - Full-time
Job Description
About the Role
Department:
Responsibilities
- Job grade : OP2
- 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.
Requirements
- Minimum 2-years’ experience within a Call Centre type environment.
