Query Escalation
Identifying issues and escalate to be investigated · Attending to any escalation of Ombudsman queries E-Mail that system does not allow duplicated queries · Escalation of any suspicious activities with regards to reconciled on a daily basis · Investigate and escalate any unreconciled items · Matric · Completed or
distribute, escalate, and close problem tickets in accordance with contract requirements. C) Escalates the problem network faults, monitors fault handling, and escalates problems. J)Proficient in excel
closed.
B) Supervises personnel to distribute, escalate, and close problem tickets in accordance with
with contract requirements.
C) Escalates the problem and reports it to the related stakeholders according
network faults, monitors fault handling, and escalates problems.
J)Proficient in excel
Query Escalation:
updates. Query Escalation Activity Description: Escalation Management Commission Escalations Investigate Investigate and resolve commission escalations. C2 General Engage Account Managers and Partners on the query progress
reports on shift operations and issues handled/escalated Other Requirements: Must be willing to work weekends Update clients hourly until fault is resolved, escalate to supplier/ internally if necessary Ensure adherence tickets closed daily Resolve and manage Customer escalations - Within Customer Service Level Agreements. Take of issues of major or repeated incidents and escalations to NOC Manager - Incidents reported immediately telephonically to provide support for incident escalations to customers. - Within Customer Service Level
training and client meetings Query logging and escalation Internal and external feedback • Porfolio Management activity progress Management escalation Escalation of queries – first line escalation queries Personal attributes
training and client meetings Query logging and escalation Internal and external feedback • Porfolio Management activity progress Management escalation Escalation of queries – first line escalation queries Personal attributes
reports on shift operations and issues handled/escalated
Other Requirements:
Update clients hourly until fault is resolved, escalate to supplier/ internally if necessary