Brief Role Description

• To efficiently capture and process customer requests in accordance with Service Level Agreements (SLA)

Key Performance Areas (Kpa’s)

• Must be clear and audible on telephone and hand-held radio mediums. Well-spoken.
• Must have a high level of e-mail etiquette and understand the professionalism of a draft or response of an e-mail.
• Issuing and managing logged jobs from the helpdesk to the supplier, technicians, and maintenance personnel.
• Interact with the customer both upon receiving the request and informing the requestor of the jobs status.
• Follow up on calls logged – Depending on the SLA they are logged in. These calls are split into warning calls and breached calls of which the aim is to follow up on the warning before it moves into a breached stage.
• Update the Cherwell system with updated feedback and updating priorities where necessary with a valid reason captured on the system (Journal)
• Maintain open communication channels with Maintenance Managers, Helpdesk supervisors, Suppliers, clients & Maintenance team overall.
• Follow outlined processes regarding quality assurance and overall telephone etiquette.
• Filing of all site’s operational documents (Work orders/ Job cards)
• Understand and respond to questions from all emails and callers.
• Must become familiar with respective software and log calls according to the instructions provided via telephone, radio, and e-mail. Must log calls clearly and correctly.
• Must be willing to work shifts.
• Must be willing to be on standby in case of emergencies, working extra shifts at the discretion of the manager or if the operation requires it.
• Ability to work without direct supervision.
• Take ownership and responsibility of an issue from start through to a successful resolution.
• To ensure that relevant and respective reports are sent out in a timely fashion and within deadlines.

Person Specification

• Certificate in Call-Centre/Customer Service
• Matric (Senior Certificate)
• Minimum 2 years relevant experience in a Call Centre environment
• Call-center service training, Customer Service training
• MS Word, MS Excel & MS Outlook