Tech Officer: Call Desk Agent

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

Core Behavioural Competencies

Minimum Qualifications

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

Workplace / Physical Requirements