Tech Officer: Call Desk Agent

BCX Zambia; Cape Town; On-site; ZAR 20 000 - 30 000; Full time

Job summary

An established industry player is seeking a dedicated individual to join their team in Cape Town. This full-time position involves providing exceptional service in a fast-paced call center environment, ensuring that customer incidents are handled efficiently and effectively. You will play a crucial role in maintaining high standards for incident management, including accurate logging and closure of calls. The ideal candidate will possess strong attention to detail and proficiency in Microsoft Office, along with excellent communication skills. If you thrive in a collaborative environment and are committed to delivering results, this opportunity is perfect for you.

Qualifications

• Minimum 2 years’ experience in a call center environment.
• NQF Level 4: Grade 12 or National Diploma required.

Responsibilities

• Accurate logging, updating, and closing of incidents.
• Managing assigned areas to resolve incidents within SLA.
• Handling 700 to 900 calls daily with correct closure details.

Skills

Attention to detail

Proficiency in Microsoft Office

Effective communication

Teamwork

Education

NQF Level 4: Grade 12

National Diploma

Tools

Microsoft Excel

Job description

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Date: 6 May 2025

Location: Cape Town, Western Cape, ZA

Company: BCXP

Department: Business Unit

Job Grade: OP2

Core Description

Provide a service that exceeds customer expectations by maintaining standards for incident handling, including incident length, wrap-up time, log-on time, and database updates, while ensuring incidents are directed to the correct channels.

Key Deliverables / Primary Functions

• Accurate and timely logging, updating, and closing of incidents with complete information, including Estimated Time of Arrival (ETA).
• Managing assigned areas to resolve incidents within the Service Level Agreement (SLA) of 10-15%.
• Following up on logged incidents daily, recording queries and closed incidents, and generating reports.
• Handling between 700 to 900 calls daily with correct closure details.
• Updating Cause and Warranty information and informing technicians about warranty status.
• Recognizing, documenting, and alerting supervisors of trends in customer calls.
• Escalating issues/severities to relevant managers and following up on escalations with feedback.

Core Functional Skills & Capabilities

• Attention to detail
• Proficiency in Microsoft Office and Excel
• Effective communication
• Teamwork

Core Behavioral Competencies

• Working with people
• Delivering results and meeting customer expectations
• Following instructions and procedures
• Planning and organizing
• Coping with pressures and setbacks

Minimum Qualifications

NQF Level 4: Grade 12 or National Diploma

Experience

Minimum 2 years’ experience in a call center environment.

Additional Education - Preferred / Advantage

Not specified.

Certifications & Memberships

Not specified.

Special Requirements / Employment Conditions

Ability to work extended or long hours as required.

Workplace / Physical Requirements

Full-time, client-based position, billable.