Job Description

Title Incident Management AgentTo ensure correct allocation of calls, follow-up on calls, drive call closure as well as first time fix, and to close the loop by providing feedback on customer call resolution satisfaction.ADRESS AND ASSIGN ALL INCOMING CALLS TO DRIVE SLA ACHIEVEMENT:

• Carefully assess and prioritize all incoming calls;
• Ensure correct allocation / logging of calls not resolved remotely.
• Allocate call / service request to CSR;
• Ensure all calls are assigned;
• Monitor and take ownership of all project calls;
• All escalations must be done within 15 minutes and Customer must be updated;
• Receive, maintain and dispatch stock;
• Update Service Management System and file relevant documentation;
• Monitor call / service request trends and advise Regional Operational Delivery, Service Account Management Teams and IMC of root causes and potential issues.
• Adhere to QMS procedures.

MANAGE CUSTOMER SERVICE REPRESENTATIVES TO DRIVE CUSTOMER SERVICE EXCELLENCE:

• Ensure that CSRs are dispatched within dedicated areas and timeframes;
• Ensure that 80% of staff are dispatched at all times;
• Drive CSRs to complete calls in accordance with SLA;
• Monitor execution of scheduled and non-scheduled work, work management, escalation and survey management, call logging and closure management and report any deviations to the relevant authority.
• Conduct the Service Survey upon completion of call and duly follow up on any service issues or risks;
• Sign off the docket
• Close call / service request

OUTPUTSxe2x86x91 Accuracy and Turnaround of Calls Loggedxe2x86x91 Internal Customer Satisfactionxe2x86x93 Age Callsxe2x86x93 Call Escalationsxe2x86x91 % SLA AchievedCustomer Service SatisfactionSUMMARY OF COMPETENCIESQualificationsExperience

• Matric
• 1 - 3 years Call Centre and Logistics experience in an IT environment
• Previous experience in a Warehouse would be advantageous.

Knowledge

• Knowledge of call centre principals
• Knowledge of broad geographical areas so as to enable to understand where calls are Located and whom to escalate too
• General knowledge of Warehouse Principles

Basic knowledge of computer partsSkills

• Computer literate in a Call Centre environment
• Working knowledge of MS Office (Word/Excel)
• Exposure to call management operations systems
• D1 Preferable
• Ability to communicate at all levels and resolve queries

Attitude/ Behaviour

• Excellent communication skills, both written and oral
• Attention to details
• Assertive
• High Output
• Integrity
• Self-management
• Time management
• Decision Making
• Perseverance
• Planning (Functional)
• Self confidence
• Attention to detail.
• Dedication to Customers
• Delegation and Control
• Functional Planning
• Encouraging Teamwork
• Stress Management
• Conflict Resolution
• Conscientiousness

Education National Certificate Level 4 (N4) / Grade 12Languages English

Altron