Incident Management Agent - Call Centre at Bytes Managed Solutions

Job description

OVERALL PURPOSE OF JOB:

To ensure correct allocation of calls, follow-up on call closure as well as first time fix, and to close the loop by providing feedback on customer call resolution satisfaction and ensure that customer Service Level Agreement's are met.

MAIN RESPONSIBILITIES:

• Manage customer service representatives (CSR's) to drive customer service excellence.
• Address and assign all incoming calls to drive Service Level Agreements (SLA's) achievement for customer satisfaction.
• Ensure that accuracy is maintained and turnaround of calls logged.
• Monitor service request Service Level Agreement's and advise all relevant teams of potential violations.
• Adhere to Quality Management System procedures.
• Conduct quality assurance check on all service orders results.
• Review incomplete incidents with CSR's and ensure that they are updated with the latest statusDo planning of carry over incidents with the CSR's to ensure that Estimated Time Arrivals (ETA's) are arranged and met.

QUALIFICATIONS/KNOWLEDGE and EXPERIENCE REQUIREMENTS:

• Matric
• Knowledge of call centre principal’s
• Knowledge of geographical areas so as to be able to allocate technicians to calls appropriately
• 1 - 2 years Call Centre experience in an IT environment
• Computer literate in a Call Centre environment
• Working knowledge of MS Office (Word/Excel)
• Exposure to call management operations systems
• ASTEA Preferable

BEHAVIOURAL/ATTITUDE:

• Excellent communication skills, both written and oral
• Assertive
• Self management
• Time management
• Decision Making
• Perseverance
• Planning (Functional)
• Self confidence
• Attention to detail
• Dedication to Customers
• Delegation and Control
• Encouraging Teamwork
• Stress Management
• Conflict Resolution