Core Description

• The purpose is to ensure delivery of quality services and support across multiple customers, with and by competent people 

Key Deliverables / Primary Functions

Management of the following, ensuring calls are assigned timeously, actioned within SLA agreements: 

• Responding to incidents and resolving them using remote dial in / assistance functionality;  
• Following up and monitoring incidents;  
• Following up on escalations, ensuring necessary feedback is supplied;  
• Providing support to all clients calling on a 1st level diagnosing and resolution of incidents.  
• Raising and closing quotes, as well raising and debriefing Lexmark claims.  
• Keeping records relating to queries and problem calls and distributing these on a weekly / daily basis. 
• Ensure follow up calls on all closed calls on a daily basis and generate report of such. 
• Identify clients who need further training. 
• Assist with the Overtime and Weekend scheduling for reporting staff

Core Functional Skills & Capabilities

• Attention to detail
• Microsoft Office
• Communication
• Leading Teams / Team Leadership

Core Behavioural Competencies

• Leading and supervising
• Working with people
• Planning & Organising
• Following instructions & procedures
• Achieving personal work goals & objectives
• Culture Match
• Job Match

Minimum Qualifications

NQF 4: Grade 12 National Diploma

Additional Education -Preferred /Advantage

Experience

• Minimum 2-years’ Call Centre experience, preferably within the retail environment, and preferably in a senior position