Incident Management Agent urgently needed: APPLY HERE
Polokwane, Limpopo
Permanent
MAIN JOB PURPOSE
To ensure correct allocation of calls, follow-up on-call closure as well as first-time fix, and to close the loop
by providing feedback on customer call resolution satisfaction and ensure that customer Service Level Agreement’s.
Customer Relationship Management
Manage customer service representatives (CSR’s) to drive customer service excellence.
Address and assign all incoming calls to drive Service Level Agreements (SLA’s) achievement for customer satisfaction
Internal Processes
Ensure that accuracy is maintained and turnaround of calls logged.
Monitor service request Service Level Agreement’s and advise all relevant teams of potential violations.
Adhere to Quality Management System procedures.
Conduct quality assurance check on all service orders results.
Review incomplete incidents with CSR’s and ensure that they are updated with the latest status
Do planning of carry over incidents with the CSR’s to ensure that Estimated Time Arrivals (ETA’s) are arranged and met.
Ensure parts are tracked (shipped and received) and then updates to be supplied to Projects department
Human Capital
Complete own training and development objectives as per agreed timelines in the personal development plan.
Ensure that all policies and procedures are followed according to the company requirement.
Job Requirements:
Qualifications
Grade 12
Experience
1 – 2 years experience in call management within the IT industry
Skills
Computer Literacy (Excel, Word, Internet, e-mail)
A very good ability to use ASTEA work order management
Ability to draw computerized reports
Ability to interpret Service Level Agreements reports. Apply Now
Source: jobs365
