Job Description

MAIN JOB PURPOSE

Act as a liaison, provide product/services information and resolve any emerging problems that our clients might face with accuracy and efficiency.

Key Responsibilities;

• Ensure that all customer queries are addressed within the Service Level Agreement (SLA) stipulated time frame.
• First time fix rate and recall rate under the stipulated requirements. • Maintain customer relationship.
• Be productive based on the calls allocated to them.
• Ensure that they comply with all Quality Management System (QMS) procedures provided by the Field Service Managers (FSM).
• Maintain and manage sufficient boot stock.
• Complete administration within time frames as per policies.
• Action and close new calls within customer Service Level Agreements and Mean Time to Respond / Mean Time to Complete
• Technical support, maintenance, trouble shooting on retail machines.
• Complete own training and development objectives as per agreed timelines in the personal development plan.
• Ensure that all policies and procedures are followed according to the company requirement.

Qualifications, Experience and Skills

• Matric qualification
• A+ N+ Qualification
• Mechanical Skills
• Electronic Skills
• Soldering Skills
• Faulting Find techniques
• ITIL is advantageous

Education

• National Certificate Level 4 (N4) / Grade 12 (Required)