Service Controller

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

Job summary

A leading business solutions provider in Sandton is seeking a Call Center Supervisor to enhance customer service efficiency. The successful candidate will handle customer queries, ensure accurate logging of calls, and facilitate software renewals. Candidates should have a Matric Certificate, minimum 3 years of experience in a call center supervisor role, and excellent communication skills. This position offers an opportunity to contribute positively to team values and customer experiences.

Qualifications

• Minimum 3 years in a call center supervisor role.
• Knowledge of Microsoft Office required.
• Proven ability to provide excellent customer service.

Responsibilities

• Provide telephonic first-line support that is polite and professional.
• Log maintenance calls as per signed SLAs.
• Generate quotes in line with approved pricing.
• Monitor, quote, and facilitate software renewals.

Skills

Computer literacy

Excellent communication skills

Proactive

Organized

Ability to multitask

Education

Matric Certificate

Tools

Microsoft Office

Job description

The successful candidate will be responsible for:

• Providing internal and external customers with an excellent customer service experience.
• The efficient and effective logging of customer queries and resolutions.

Duties:

1. Follow company procedures, processes, and policies.
2. Provide telephonic first-line support that is polite, professional, and clear.
3. Log maintenance calls as per signed SLAs.
4. Log loan, temps, swaps, and assign stock correctly.
5. Monitor, quote, and facilitate software renewals.
6. Ensure all client information is accurate before logging a call.
7. Generate quotes in line with approved pricing.
8. Respond to emails within the stipulated time frame according to Daisy policies.
9. Hold other departments accountable for queries sent to them on behalf of customers (e.g., billing, settlement, contract queries).
10. Report "system downs" to ISPs and provide feedback and follow-ups hourly.
11. Give accurate feedback to clients and colleagues within the stipulated time frame.
12. Send invoice packs to the invoicing team at the end of each day.
13. Ensure calls and emails are correctly assigned and actioned.
14. Check Job Cards for potential sales leads and upgrades.
15. Review Job Cards and notify the invoicing team of all charges to be invoiced (e.g., time spent on site, distance traveled, consumables used, work carried out).
16. Sell SLAs.
17. Place orders with procurement.
18. Log repairs and follow up with repair centers regarding the status of repairs, providing feedback to clients about status and estimated time of repair (ETR).
19. Follow up on quotes and perform housekeeping tasks.
20. Quote and follow up on loan units.
21. Prepare daily open call reports.
22. Prepare weekly quote reports.
23. Be on time for the start of the day, actively working from 7:30.

Education and Work Experience:

• Matric Certificate.
• Knowledge of Microsoft Office.
• Minimum 3 years in a call center supervisor role.

Skill Set:

• Computer literate.
• Excellent communication skills (both verbal and written).
• Proactive, organized, and able to multitask.
• Contribute positively to team and company values, culture, and customer experience.

Please consider your application unsuccessful if you have not received a response within 3 weeks of applying.