unresolved calls are escalated to the correct stakeholders. KEY RESPONSIBILITIES: Handle incoming calls Manage outbound calls Handle all inbound & outbound customer interactions Answer incoming calls within Service customers to provide installation and training Outbound calls to customers to provide feedback on queries Educational Matric A / N an advantage Professional Qualifications Call Centre / Financial Services experience will be an added advantage Years of Experience 1 – 2 Years Call Centre experience will be an advantage Other requirements
team. The candidate will be logging all IT related calls and do problem shooting. Therefor needs to be technically
to Grave management of calls . Provide Daily feedback on Call Management and call Quality , to Manager Results : Improvement in First Call Resolution (FCR) to 70% on all calls logged to Service Desk Objective experience in a Team Lead / Supervisor role in a Call Centre Certifications: Official CompTIA A and/or Web hosting and Telephony systems. Experience in call coordination and escalation. Experience with taking
escalation of any issues and calls. Ensure prompt feedback to all calls assigned and do follow ups with function – logging and maintaining all support calls Matric CompTia A Essential CompTia N or IT Diploma
Full documentation and handover to maintenance / call centre and accepting handover from presales for engineer role PABX certifications Avaya IPO, ACCS (call centre) certifications and experience Solid networking configuration and maintenance of VoIP based PABX systems and call centres Working knowledge of different provider
Respond and resolve support calls at customer's sites Responsible for calls via remote connection. Remote
within the team. 99% of calls required to be answered. 95% adherence to Call SLA criteria. 95% attained
and WhatsApp requests and queries in an inbound call centre environment, maintaining standards of high that service desk analysts possess competency in call centre management tools. Monthly Salary: Market
and WhatsApp requests and queries in an inbound call centre environment, maintaining standards of high that service desk analysts possess competency in call centre management tools. Monthly Salary: Market