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
