Tech Officer: Call Desk Agent

BCXP; Gauteng; On-site; ZAR 134,000 - 201,000; Full time

Job summary

BCXP in South Africa is seeking a proactive Call Centre professional to log, update and close incidents with complete information and ETA details. You will manage incident flow to meet SLA targets while tracking queries and daily closures, and you will handle a high volume of calls with accurate closing data.

The role requires at least 2 years’ experience in a call centre, Grade 12/NQF 4, and the ability to work extended hours when needed.

Qualifications

• NQF 4: Grade 12 National Diploma required.
• Minimum 2-years’ experience within a Call Centre type environment.
• Ability to work extended / long hours as required.

Responsibilities

• Accurate and timeous logging, updating and closing of incidents, ensuring all necessary information supplied, including the ETA for logged incidents.
• Managing the assigned area, ensuring that incidents are resolved within the average SLA with the Customer (between 10–15%).
• Following up on incidents logged daily, keeping a record relating to queries and incidents closed daily, and generating reports.
• Resolving between 700 to 900 calls daily with the correct closing details selected.
• Updating the Cause and Warranty information, informing the technician if the site is under warranty.
• Recognising, documenting and alerting the Call Centre Supervisor of trends in customer calls.
• Ensuring that issues / severities are escalated to the relevant managers; following up on escalations through the day, reporting feedback.

Skills

Microsoft Office

Microsoft Excel

Communication

Teamwork

Education

NQF 4: Grade 12 National Diploma

Job description

Select how often (in days) to receive an alert:

Provide a service that will exceed the expectations of the Company’s customers – both external and internal and to ensure that the agreed standards in respect of length of incident, wrap up time, log-on time and updating of database are maintained while ensuring that the incident is directed to the correct channels.

Key Deliverables / Primary Functions

• Accurate and timeous logging, updating and closing of incidents, ensuring all necessary information supplied, including the Estimated Times of Arriva (ETA) for logged incidents.
• Managing the assigned area, ensuring that incidents are resolved within the average Service Level Agreement (SLA) with the Customer (which is between 10 – 15%).
• Following up on incidents logged daily, keeping a record relating to queries, as well as incidents closed daily, and generating a report of such.
• Resolving between 700 to 900 calls daily with the correct closing details selected.
• Updating the Cause and Warranty information, ensuring to inform the technician if the site is under warranty.
• Recognising, documenting and alerting the Call Centre Supervisor of trends in customer calls.
• Ensuring that issues / severities are escalated to the relevant managers; as well following up on escalations through the day, reporting feedback.

Core Functional Skills & Capabilities

Microsoft Office

Microsoft Excel

Communication

Teamwork

Core Behavioural Competencies

Working with people

Following instructions & procedures

Planning & Organising

Coping with pressures & setbacks

Culture Match

Job Match

Minimum Qualifications

NQF 4: Grade 12 National Diploma

Experience

Minimum 2-years’ experience within a Call Centre type environment.

Special Requirements / Employment Condition

Ability to work extended /long hours as and when required