Technical Officer: Service Centre at BCX

Core Description

• Carry out the identification, logging, resolution of client and system generated issues / queries and order processing. This is to be achieved in accordance with service quality standards. Drive a positive customer experience 

Key Deliverables / Primary Functions

• Respond to client & system generated issues and log queries onto the system  
• Diagnose and provide first line resolution on incident, within the service level agreements  
• Escalate queries that the Service Centre cannot resolve timeously, to the Command Centre for resolution 
• Monitor progress of escalated incidents 
• Follow through on resolution and provide feedback to customers 
• Receive and process customer orders 
• Functional Skills
• Service Desk
• Telephone Etiquette
• Network Management Systems
• Basic Technical knowledge accross ConComm value stream

Behavioural Competencies

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

Qualifications

• NQF 4: Grade 12

Experience

• A minimum 2 years Helpdesk. 
• Customer Service experience preferably in Telecommunication industry 
• Product knowledge is advantageous 
• A Technical qualification will be an advantage