Tech Officer: Call Desk Agent

BCX; South Africa; On-site; ZAR 120,000 - 180,000; Full time

Job summary

BCX in South Africa is seeking an Incident Administration Specialist to log, update and close incidents promptly, ensuring accurate details and ETA data are captured and that every ticket follows the correct process.

You will manage a high-volume call centre workload, resolve hundreds of calls daily, monitor SLA compliance (10–15%), escalate to managers when needed, and generate daily trend reports to improve service levels.

Qualifications

• Minimum 2 years’ experience within a Call Centre type environment.
• Ability to work extended/long hours as and when required.
• Full-time Client Based Position Billable.

Responsibilities

• Accurate and timeous logging, updating and closing of incidents with complete information including ETA.
• Ensure incidents are resolved within the defined SLA window (10–15%) per customer.
• Daily follow-up on logged incidents; maintain records of queries and closures and generate reports.

Skills

Attention to detail

Microsoft Office

Microsoft Excel

Communication

Teamwork

Education

NQF 4: Grade 12 National Diploma

Tools

Microsoft Office Suite

Job description

Business unit, Department, Reporting

Business Unit:

Department:

Job grade : OP2

Core Description

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

• Attention to detail
• Microsoft Office
• Microsoft Excel
• Communication
• Teamwork

Core Behavioural Competencies

• Working with people
• Delivering Results & Meeting customer expectations
• 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

Full-time Client Based Position Billable