Tech Officer: Call Desk Agent - Bloemfontein at BCX

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 call, wrap up time, log-on time and updating of database are maintained while ensuring that the call is directed to the correct channels.   

Key Deliverables / Primary Functions

First Line Support / Call Management

• Ensuring that calls are logged and updated correctly, and all necessary information accurately supplied. 
• Updating and supplying Estimated Times of Arrival (ETA’s) for logged calls. 
• Managing the assigned area, ensuring that calls are resolved within the average Service Level Agreement (SLA) with the Customer (which is between 10 – 15%). 
• Following up on calls logged daily, keeping a record relating to queries and problem calls, and distributing this as required. 
• 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. 
• Keeping records of all interactions with customers as well as the action taken. 
• Ensuring that follow ups are completed on all calls closed by BCX daily and generating a report of such. 

Trend Analysis

• Recognising, documenting and alerting the Call Centre Supervisor of trends in customer calls. 

Escalations

• Ensuring that issues / severities are escalated to the relevant managers. 
• Following up on escalations through the day, reporting feedback to management always. 

General

• To project and enhance the Company’s image in a professional manner. 
• Accurately completing daily reports, ensuring the timeous submission of such reports to the Call Centre Supervisor. 
• Ensuring that any Company assets utilized are cared for in a proper manner. 
• Maintaining security of assets and confidential information. 

Health and Safety

• Ensuring compliance to all Health and Safety standards.
• Core Functional Skills & Knowledge
• Ability to work independently
• Communication
• Excellent customer relations skills
• Good understanding of the technical aspects relating to Computer Hardware
• Knowledge of Call Centre Procedures
• Problem solving

Core Behavioural Competencies

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

Minimum Qualifications

• NQF 4: Grade 12 National Diploma
• Additional Qualification preferred or advantage

Experience

•  2 year’s relevant experience.