via the divisional ticketing system, resolve them or escalate them to the correct agent Provide level 1 provide regular reports on support services and ticket metrics Monitor user account activity and compile
via the divisional ticketing system, resolve them or escalate them to the correct agent Provide level 1 provide regular reports on support services and ticket metrics Monitor user account activity and compile
throughout the rest of the organisation and owning all tickets from cradle to grave Service Level Management Monitor service levels and functional ownership of all tickets logged from cradle to grave once escalated to a report on this weekly/ monthly. FCR is defined as a ticket resolved at first contact or by a single resource in under 1 hour. The target is 70% of tickets to be FCR. Ticket Ownership Responsible for delivering a within the agreed service levels, and owns all tickets from cradle to grave. Ensure that technical and
Plan tickets for teams every day (project management) Manage numerous teams and track daily tickets Manage Oversee that teams have completed summaries Close tickets Vehicle management (rentals, inspections etc.)
team of Call Centre Agents. This is a full-time on-site role for a Call Center Agent located in Randburg Randburg (Johannesburg). The Call Center Agent will be responsible for providing excellent customer service and offering timely and accurate support. The agent will need to have strong interpersonal skills, computer
emails per day) with response time targets. Create ticket for further processing (depending on POP; Order; Quote / Invoice from Email / Phone order / Hubspot Ticket (/- 50 per day) Send Quote via Email / From Accounting
emails per day) with response time targets. Create ticket for further processing (depending on POP; Order; Quote / Invoice from Email / Phone order / Hubspot Ticket (/- 50 per day) Send Quote via Email / From Accounting
Understand and use ConnectWise to effectively manage tickets to resolution Basic Exchange and File Server Administration installation, and full testing Complete RFQ within tickets for quotes Customer interaction and communication
over-length or over-height, request rates from the Agent. Quote Client accordingly. When the quote is accepted: Shipper's contact details. Send an email to the Agent instructing them to make contact and establish readiness at the Agent's Warehouse, flight details are to be confirmed and advised to the Client. Agent to confirm confirmation. Once the pre-alert is received from the Agent, the Client is to be notified. Track the MAWB with original documents.Copy to be filed in console file. Agent's invoice to be approved for payment and handed to
over-length or over-height, request rates from the Agent. Quote Client accordingly. When the quote is accepted: Shipper's contact details. Send an email to the Agent instructing them to make contact and establish readiness at the Agent's Warehouse, flight details are to be confirmed and advised to the Client. Agent to confirm confirmation. Once the pre-alert is received from the Agent, the Client is to be notified. Track the MAWB with original documents.Copy to be filed in console file. Agent's invoice to be approved for payment and handed to