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 call, wrap up time, log-on time and updating of database are maintained while ensuring that the call is directed to the correct channels.   

Key Deliverables / Primary Functions

First Line Support / Call Management

• Ensuring that calls are logged and updated correctly, and all necessary information accurately supplied. 
• Updating and supplying Estimated Times of Arrival (ETA’s) for logged calls. 
• Managing the assigned area, ensuring that calls are resolved within the average Service Level Agreement (SLA) with the Customer (which is between 10 15%). 
• Following up on calls logged daily, keeping a record relating to queries and problem calls, and distributing this as required. 
• 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. 
• Keeping records of all interactions with customers as well as the action taken. 
• Ensuring that follow ups are completed on all calls closed by BCX daily and generating a report of such. 

Trend Analysis

• Recognising, documenting and alerting the Call Centre Supervisor of trends in customer calls. 

Escalations

• Ensuring that issues / severities are escalated to the relevant managers. 
• Following up on escalations through the day, reporting feedback to management always. 

General

• To project and enhance the Company’s image in a professional manner. 
• Accurately completing daily reports, ensuring the timeous submission of such reports to the Call Centre Supervisor. 
• Ensuring that any Company assets utilized are cared for in a proper manner. 
• Maintaining security of assets and confidential information. 

Health and Safety

• Ensuring compliance to all Health and Safety standards.
• Core Functional Skills & Knowledge
• Ability to work independently
• Communication
• Excellent customer relations skills
• Good understanding of the technical aspects relating to Computer Hardware
• Knowledge of Call Centre Procedures
• Problem solving

Core Behavioural Competencies

• Job Match Rating
• Delivering Results
• Meeting customer expectations
• Teamwork
• Handling Pressure
• Communication and Impact

Minimum Qualifications

• NQF 4: Grade 12 National Diploma
• Additional Qualification preferred or advantage

Experience

•  2 year’s relevant experience.