Tech Officer: Call Centre Team Leader at BCX

Core Description

The purpose is to ensure delivery of quality services and support across multiple customers, with and by competent people

Key Deliverables / Primary Functions

• Respond to calls and resolve them using remote dial in / assistance functionality
• Forward calls to the Call Centre that cannot be resolved remotely
• Follow up and monitor calls
• Follow up on escalations throughout the day, reporting feedback to management at all times
• Provide support to all customers calling such on 1st level diagnosing and resolution of calls/problems.
• Management of the above, ensuring calls are assigned timeously, actioned within SLA agreements.
• Raise and close quotes
• Raise and debrief Lexmark claims
• Keep records relating to queries and problem calls and distribute these on a weekly / daily basis.
• Ensure follow up calls on all closed calls on a daily basis and generate report of such.
• To project & enhance company’s image in a professional manner.
• To familiarise yourself to company / departmental policy & procedures, ensuring escalations are done etc. calls on the call logging system.
• Stay current with system information, changes and updates.
• Assist co-workers readily.
• Identify clients who need further training.
• Compile overtime and weekend rosters

Functional Skills

• Computer Literacy
• MS Office
• Customer Service
• Telephone Etiquette
• Communication skills
• Adaptability
• Attention to detail

Behavioural Competencies

• Job Match Rating
•  Delivering Results
• Meeting customer expectations
• Teamwork
• Handling Pressure
• Communication and Impact

Qualifications

NQF 4: Grade 12

Experience

Grade 12 (NQF level 4) OR

2 years’ experience.