Service Controller

Daisy Business Solutions; Gqeberha; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading IT service provider in Gqeberha is seeking a Call Center Manager to oversee service desk operations. Responsibilities include managing service calls, ensuring customer satisfaction, and coordinating with technicians. The ideal candidate should have excellent communication skills and experience with Microsoft Office products. This role promises a dynamic work environment with ample opportunities for professional growth.

Qualifications

• Excellent telephone and email communication skills are required.
• Experience in managing service calls and technician communications.
• Ability to analyze and respond to technical call reports.

Responsibilities

• Manage incoming calls and service desk operations.
• Log and prioritize service calls efficiently.
• Ensure customer satisfaction throughout the call handling process.
• Monitor technician activities and call assignments.
• Prepare quotations and procure necessary parts.

Skills

Communication skills

Time management

Punctuality

Calm under pressure

Technical call handling

Tools

Microsoft Office

Job description

The following responsibilities and qualifications apply to the role:

Responsibilities

• Have good communication skills.
• Have good telephone and email communication skills.
• Work well under pressure.
• Have good time keeping skills.
• Have good punctuality.
• Remain calm and professional when dealing with customers.
• Manage incoming calls on service desk and log calls on BPO.
• Identify correct fault diagnosis and action service calls according to urgency.
• Assist team members to ensure professional service level achievement.
• Log service calls and Identify call priority for calls logged and prioritize call attendance accordingly.
• Ensure calls are handled professionally and timeously.
• Communicate and update customers regarding calls and call status.
• Ensuring customer satisfaction and communication is met during the entire call handling process.
• Ensure Service Level Agreement calls are attended to timeously and met.
• Control an assigned team of technicians and assign calls to the team.
• Communicate with technicians regarding calls, call priority and urgency of calls.
• Monitor technicians’ activity and ensure calls are attended to timeously and assigned accordingly.
• Updating technicians calls with notes on the call progress or any requirements for the call.
• Communicate and process calls logged with Dealer branches and update calls.
• Ensure any parts required are procured and ordered from the warehouse and notes are made on the call.
• Prepare quotations for customers.
• Updating and monitoring of calls daily.
• Monitor and manage daily call reports and action accordingly.
• Have experience and understanding of Microsoft Office products. Microsoft Word, Excel and Outlook.
• Analyze daily technical call reports, respond to queries and address concerns or issues needing escalation.
• Perform any other duties as assigned from time to time