Incident Management Agent

MAIN JOB PURPOSE:
To ensure correct allocation of calls, follow-up on call closure as well as first time fix, and to close the loop by providing feedback on customer call resolution satisfaction and ensure that customer Service Level Agreement's are met.
incumbent will be assigned to the Umtata region.

KPAs:
Customer Relationship Management
Manage customer service representatives (CSR's) to drive customer service excellence.
Address and assign all incoming calls to drive Service Level Agreements (SLA's) achievement for customer satisfaction

Internal Processes
Ensure that accuracy is maintained and turnaround of calls logged.
Monitor service request Service Level Agreement's and advise all relevant teams of potential violations.
Adhere to Quality Management System procedures.
Conduct quality assurance check on all service orders results.

Review incomplete incidents with CSR's and ensure that they are updated with the latest status
Do planning of carry over incidents with the CSR's to ensure that Estimated Time Arrivals (ETA's) are arranged and met.
Human Capital
• 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.

Job Requirements

Qualifications/Experience:
Matric or other equivalent qualification preferable

Knowledge:
1 – 2 years experience in call management within the IT industry

Skills:
Computer Literacy (Excel, Word, Internet, e-mail)
A very good ability to use ASTEA work order management
Ability to draw computerised reports and to interpret Service Level Agreements reports
Drive
Communication (Written and Oral)
Conscientiousness
Dedication to customers/customer service
Persuasiveness and Self Confidence
Problem Analysis
Functional Planning
Delegation and Control
High levels of work output


Apply Here http://bit.ly/2K2RJHb

Job id : , #68939, 21 views,

« Specialist Customer CareSales Support (Commercial Distribution).Sales & Distribution.OMSA »