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
customer and that calls which cannot be resolved are escalated to correct stakeholders.
Main Responsibilities
procedures and ensuring First Call Resolution (FCR) Escalating cases to other departments if FCR cannot be done – logging cases, ensuring timely feedback and escalating outstanding cases to vendor / internal teams
procedures and ensuring First Call Resolution (FCR) Escalating cases to other departments if FCR cannot be done – logging cases, ensuring timely feedback and escalating outstanding cases to vendor / internal teams
management / engagement Receive and act upon customer escalations Maintain technical/deliverables relationship defined and reasonable cycle. Ensure resolution of escalated tickets in the ticketing system and monitor ticket
test cases Review requirements and test cases Escalate any issue that could appear in understanding the
issues as and when it happens and gets it sorted · Escalate non-response to manager · Assist with bank queries Highlight all areas of concern immediately and escalate where required. · Verify all detail and make sure
of outstanding invoices, including proactive escalation to directors where resistance to payments develops
and issues related to migration projects, and escalate as necessary to ensure timely resolution. Role
to productive and available staff. • Attend to escalated workshop (technical) problems, assisting and guiding