About this role
Business unit, Department, Reporting Business Unit: CPS Department: Field Service Reports to: Manager: Service Centre (M/S5) Core Description The purpose is to ensure delivery of quality services and support across multiple customers, with and by competent people Key Deliverables / Primary Functions Management of the following, ensuring calls are assigned timeously, actioned within SLA agreements: Responding to incidents and resolving them using remote dial in / assistance functionality; Following up and monitoring incidents; Following up on escalations, ensuring necessary feedback is supplied; Providing support to all clients calling on a 1st level diagnosing and resolution of incidents. Raising and closing quotes, as well raising and debriefing Lexmark claims. Keeping records relating to queries and problem calls and distributing these on a weekly / daily basis. Ensure follow up calls on all closed calls on a daily basis and generate report of such. Identify clients who need further training. Assist with the Overtime and Weekend scheduling for reporting staff Core Functional Skills & Capabilities Attention to detail Microsoft Office Communication Leading Teams / Team Leadership Core Behavioural Competencies Leading and supervising Working with people Planning & Organising Following instructions & procedures Achieving personal work goals & objectives Culture Match Job Match Minimum Qualifications NQF 4: Grade 12 National Diploma Additional Education -Preferred /Advantage Experience Minimum 2-years’ Call Centre experience, preferably within the retail environment, and preferably in a senior position Certifications Professional Memberships in Relevant Industry Level of Engagement & Span of Control Span of Control 5 - 10 Level of Engagement Engagement will all levels within the organisation, internal and external to the business. Special Requirements / Employment Condition Valid Drivers license Ability to work extended /long hours as and when required Workplace / Physical Requirements Client Roaming Billable