Tech Officer: Call Desk Agent

BCXP; Wes-Kaap; On-site; ZAR 89,000 - 134,000; Full time

Job summary

BCXP in Western Cape, South Africa, is seeking an experienced Call Centre Administrator to manage incident logging, updates and closures with attention to SLA targets. You will handle a high volume of calls and maintain accurate records on warranty and cause information.

Qualifications include Grade 12/NQF4, 2+ years in a call centre environment, and proficiency in Microsoft Office tools. The role requires extended hours as needed and strong teamwork and communication skills.

Qualifications

• Must have at least Grade 12/NQF 4 certification.
• Strong communication and teamwork skills.
• Ability to log, track and close incidents with accurate details.

Responsibilities

• Accurate and timeous logging, updating and closing of incidents, including ETA data.
• Managing the assigned area to ensure incidents are resolved within the SLA targets.
• Following up on incidents logged daily and generating daily reports of queries and closures.
• Resolving 700–900 calls daily with correct closing details.
• Updating Cause and Warranty information and informing technicians when sites are under warranty.
• Recognising, documenting and alerting the Call Centre Supervisor of trends in customer calls.
• Escalating issues to relevant managers and following up on escalations throughout the day.

Skills

Communication

Teamwork

Attention to detail

Education

NQF 4: Grade 12 National Diploma

Tools

Microsoft Excel

Microsoft Office

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

Additional Education -Preferred /Advantage

Experience

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

Certifications

Professional Memberships in Relevant Industry

Level of Engagement & Span of Control

Special Requirements / Employment Condition

Ability to work extended /long hours as and when required