Call Centre Service Agent

About the position

Role Description:

• Log all dedicated call outs and assist team on other accounts when colleagues are absent
• Liaise with technicians regarding call outs
• Manage customer relationships
• Liaise and update stores on all call outs and delays (telephonically and on email)
• Establish customer satisfaction level after all visits
• After hour duty

Measures of performance (80% Weighting)

• Wt: 20% - Customer service (keep customers informed at all times)
• Wt: 20% - RMA loaded accurately and timeously (within an hour of receipt)
• Wt: 20% - Quotes completed accurately and timeously (within 24 hours of receipt)
• Wt: 20% - Admin up to date (ordering of correct stock, prompt loading of quote acceptances, checking of job cards, material allocations, accuracy of documents passed on for invoicing)

Behaviours (20% Weighting)

• Wt: 5% Customer service
• Wt: 5% Take overall ownership of department KPI's (enforce 24hr or 4hr technician attendance, drive a 1st time
  right technician attendance)
• Wt: 5% Adhere to Call Centre procedures
• Wt: 5% Communication (internal & external)

Desired Skills:

• Admin
• telephone etiquette
• Excel
• Syspro
• Technical ability
• communication
• 5+ years experience
• call centre

Desired Qualification Level:

• Certificate