Incident Management Agent needed Asap: APPLY HERE
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
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.
Matric or other equivalent qualification preferable
1 – 2 years experience in call management within the IT industry
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
Communication (Written and Oral)
Dedication to customers/customer service
Persuasiveness and Self Confidence
Delegation and Control
High levels of work output –