About this role
• Undertakes case-processing responsibilities following standard operating procedures for each case type. • Uses computerized system for tracking, information gathering, providing information, referrals, routine cases and/or troubleshooting. • Meets or exceed daily productivity standards in line with set quality standards. • Attains all case processing quality standards and meets all service level timelines. • Processing maintenance requests to the highest quality standards with no Slippage. • All work types must be processed within SLA and may need flexible working hours and/or overtime to complete. • The representative will have to ensure that requests received are processed as per standard desktop procedures. Any exception on the process should be routed to SMEs • Constant monitoring, coaching and development will be given to the associate on processes to ensure continuous improvements in quality and consistence with standards of service.
• Operate and maintain customer related information systems to the required standards, to maintain accurate records and access information to enable work to be processed. • Associates must comply with Client Security Policy and Procedures. • At all times, associates will be aware of commitment to service.
Bachelor of commerce
Must have command over MS office applications