- Joined
- Oct 15, 2013
- Messages
- 379
- Reaction score
- 0
What will they pay?
R12 000 p.m.
How far will I drive?
Kenilworth
What industry is this company?
Software and System Development
What do I need to know to apply?
• Matric & relevant tertiary qualification (A+ or Call Centre Diploma)
• ITIL Certification (not negotiable)
• Minimum 2-5 years’ experience in a support/helpdesk/call centre environment
• Knowledge of call centre procedures and systems (not negotiable)
• Drivers’ license and own car
• Must be willing to travel nationally as required from time to time
What will I do every day?
• Pro-active interaction with all support personnel (customer and internal) to follow up and escalate support calls
• Ensure adherence to methodologies and standards for the delivery of support to customers
• Make use of the IT systems provided to monitor and manage all service requests to resolution
• Provide structured feedback via standard interaction mechanisms with clients
• Ensure good quality resolutions provided to clients and follow up to ensure satisfaction with provided resolutions
• Perform first level call vetting to ensure valid calls are being logged and all relevant information is supplied
• Evaluate and assign correct impact codes to reported calls according to SLA guidelines
• Assign calls to correct resources for resolution and confirm receipt of such allocations
• Prepare and submit daily, weekly and monthly reports to Business Development Manager in the agreed format
• Study and periodically review the contractual support conditions contained in each customer contract or service level agreement
• Ensure adherence with same as far as practically possible or escalate non-adherence to line manager
• Develop strong service-oriented relationships with client service representatives
• Develop strong service-oriented relationships with HST representatives
• Adhere to agreed policies and procedures
• Attend to ad hoc support needs as and when required
If you are interested in discussing this opportunity, please email your CV to [email protected] today!
R12 000 p.m.
How far will I drive?
Kenilworth
What industry is this company?
Software and System Development
What do I need to know to apply?
• Matric & relevant tertiary qualification (A+ or Call Centre Diploma)
• ITIL Certification (not negotiable)
• Minimum 2-5 years’ experience in a support/helpdesk/call centre environment
• Knowledge of call centre procedures and systems (not negotiable)
• Drivers’ license and own car
• Must be willing to travel nationally as required from time to time
What will I do every day?
• Pro-active interaction with all support personnel (customer and internal) to follow up and escalate support calls
• Ensure adherence to methodologies and standards for the delivery of support to customers
• Make use of the IT systems provided to monitor and manage all service requests to resolution
• Provide structured feedback via standard interaction mechanisms with clients
• Ensure good quality resolutions provided to clients and follow up to ensure satisfaction with provided resolutions
• Perform first level call vetting to ensure valid calls are being logged and all relevant information is supplied
• Evaluate and assign correct impact codes to reported calls according to SLA guidelines
• Assign calls to correct resources for resolution and confirm receipt of such allocations
• Prepare and submit daily, weekly and monthly reports to Business Development Manager in the agreed format
• Study and periodically review the contractual support conditions contained in each customer contract or service level agreement
• Ensure adherence with same as far as practically possible or escalate non-adherence to line manager
• Develop strong service-oriented relationships with client service representatives
• Develop strong service-oriented relationships with HST representatives
• Adhere to agreed policies and procedures
• Attend to ad hoc support needs as and when required
If you are interested in discussing this opportunity, please email your CV to [email protected] today!