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Incident Management Agent needed Asap: APPLY HERE

vacancy

Incident Management Agent needed Asap: APPLY HERE

Johannesburg, Gauteng
Permanent

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.

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 the 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 carrying over incidents with the CSR’s to ensure that Estimated Time Arrivals (ETA’s) are arranged and met.

Job Requirements:

QUALIFICATIONS

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)
Ability to interpret Service Level Agreement reports
A very good ability to use ASTEA work order management
Ability to draw computerized reports

ATTITUDE/BEHAVIOUR
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 Now

Source: Indeed

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