one of the foremost firms specializing in data centers, mission-critical operations, and industrial facilities
of the role is to allocate, monitor and manage calls received for support and ensure completion of the the service within the clients SLA. Updating the call logging system. Scheduling and following up with managing calls. Updating the daily, weekly and monthly dashboard. Compling a breakdown of calls to the the team or when requested. Escalating calls to management. 6 months to 1 year experience with an IT admin
(3) years' IT Enterprise experience in Contact Centers is preferred. Consultative selling experience is
Agreements and contribution toward positive first call resolution rates and overall Service Level Agreements requests from varied inbound sources into the company's Call Management System. Required to ensure that every can result in a First call resolution is taken in a bid to achieve the First Call resolution rate defined Client specific processes Ensure that 98% of all calls are answered within 30seconds Accountable for effective Accountable to confirm customers' information Update the call at least once a day with all correspondences and
Close User Support Calls. Chace 1st Line Desktop Support Technicians to close calls. General Administration questions, to make the right diagnoses so that the call can be logged correctly. Email updated CV's to thembieqplus
project requirements while maintaining a user-centered approach. Project Management: Basic project management
/>- Interaction with clients through meetings, calls, and emails
- Troubleshoot system issues and
through configuration and resolve Production Support calls
all customers entering the show room/office or calling on the phone to promote a positive professional the company Answering, screening, and forwarding calls in a timeous and professional manner Dealing with payments are made timeously (either by emailing or calling the client). Filing, Scanning through emails to
all customers entering the show room/office or calling on the phone to promote a positive professional the company Answering, screening, and forwarding calls in a timeous and professional manner Dealing with payments are made timeously (either by emailing or calling the client). Filing, Scanning through emails to
Manage the CRM requirements: