Job Description

Job Summary FORMAL EDUCATION:
Grade 12 or equivalent certificate
NQF 5- Systems support
Certifcate in IT or Call Centres would be an advantage
Diploma in IT and or Business would be an advantageEXPERIENCE:
1 - 2 years experience in IT Call Centre EnvironmentTECHNICAL / LEGAL CERTIFICATION:
CompTIA A+ (International)
Microsoft Certified Desktop Support Technician (MCDST)
ITIL v4 Foundation CertificationCOMPETENCIES:
Excellent communication skills and the ability to build rapport with the customer
Afrikaans Speaking is advantageous
Ability to work well in a team
Resilience / Fortitude
Problem Solving
Attention to detail
Customer orientation
ConscientiousRESPONSIBILITIES:
Serve as a Single Point of Contact (SPOC) for User Community to log Incidents and Service Requests
(Inbound)
Perform initial diagnosis and attempt First Call Resolution or dispatch to Resolver Groups
Individual/one-to-one communication with customers/users
Assign/re-assign service calls to incident handling staff
Provides user community with unique reference numbers
Produce management information
Answer and complete calls within the required SL requirements
Perform (on-demand) Customer Satisfaction Surveys (Outbound)
Follow up on customer satisfaction
Conduct customer satisfaction surveys
Data Entry Speed & Accuracy
Processing customer information and data quickly & Accurately
Entering information while on the phone with client (Real time capturing)
Understand the client requirements and capture accordingly to ensure 1st time resoltion when second line or
Field Support attend to incident
Problem Solving
Be intellectually capable to resolve complex issues
Deal well with complex and unfamiliar information received
Solve problems effectively woth compassion
Readily learn and apply new information and skills on the job
Customer Focus
Be dedicated to meeting the needs and expectations of customers
Effectively elecit first-hand customer information and use it to resolve their queries
Act with the clients requirments in mind
Answer clients questions tactfully, use appropriate language when speaking with client, apologize when/ and
if appropriate
Process Enhancements
Identify and communicate process failures along with suggested improvements
Contribute to the Solutions Database
Log unknown errors in the Solutions Database
Team Development and Support
Actively participate in enhancing the Productivity of the team
Knowledgement sharinGijima Holdings: HRRecruiter

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