Service Controller

SUMMARY:
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POSITION INFO:

The successful candidate will be responsible for

• Providing internal and external customers with an excellent customer service experience
• The efficient and effective logging of customer queries and resolutions thereof

Duties

• Follow company  procedure, processes and policies
• Telephonic first line support [polite, professional and clear]
• Logging maintenance calls as per SLAs signed
• Logging loan / temps / swaps and assigning stock thereof correctly
• Monitoring, quoting and facilitating software renewals
• Ensure all client information is correct prior to logging a call
• Generating quotes in line with approved pricing
• Responding to emails in stipulated time frame and according to Daisy policies
• Holding other departments accountable for queries that you have sent to them on behalf of customers [e.g.: billing / settlement / contract queries]
• Reporting “system downs” to ISPs and providing feedback and follow ups hourly
• Giving accurate feedback to clients and colleagues within the stipulated time frame
• Sending invoice packs to the invoicing team at the end of each day
• Ensuring calls and emails are correctly assigned and actioned
• Checking Job Cards for potential sales leads and upgrades
• Checking Job Cards and notifying invoicing team of all charges to be invoiced [check time spent on site, distance travelled, consumables used, work carried out]
• Selling SLAs
• Placing orders with procurement
• Logging repairs and following up with repair center as to status of repair. Providing feedback to client as to status and ETR
• Quote follow ups and housekeeping
• Loan units – Quoting and following up
• Prepare daily open call reports
• Prepare weekly quote reports
• On time for start of day, actively working from 7:30

Education and Work Experience

• Matric Certificate
• Knowledge of Microsoft Office
• Minimum 3 years in a call centre supervisor role

Skill Set

• Computer literate
• Excellent communication skills [both verbal and written]
• Proactive, organised and able to multitask
• Contributes positively to team and company values, culture, and customer experience

Please consider your application unsuccessful if you have not received a response within 3 weeks of applying