Call Centre Agent
Job Title and Information
Post Title
Call Centre Agent (Call logger, Handler & Administrator)
Department
General Call Centre Agent (Based in Jetpark)
Job Purpose, Duties and Responsibilities
Job Purpose
Call Logger, Handler, Dealer Agent and Administrator for GCC clients
1.Log telephone & email calls.
2.Communicate with clients, dealers, technicians.
3.Supply feedback to Management
Duties/Tasks
a) GCC Telephones & Email Calls
- Log telephone & email calls daily
- Log & clear dealer calls
- Clear dealer calls with the correct date and time – when the call was cleared by the technician, and accurate information.
- Liaise with clients, sales reps & dealers when additional information is required
- Assign calls to respective dealers
- Update & monitor all calls on BPO daily. Monitor SLA of calls
- Log Service Alerts.
- Log scheduled calendar meter readings, inspections, preventative maintenance calls
b) Service Alerts
- Check all service alerts
- Check service history on BPO to see if call was logged
- Call the client to confirm the alert & if a technician is required
- If no technician required respond to the alert with user name you spoke to
c) Reports
- Complete detailed Daily Open Call report & email to Manager
- Complete Suspect report & email to Manager
- Complete BPO service Invoicing & email to Manager
- Complete WIP report & email to Manager
d) Invoicing
- Invoicing to be handed in as soon as the call is closed
- All paperwork submitted must correspond.
OTHER DUITES
Agent Back up
- Assist with other areas when agents are on leave or not available
OTHER REQUIREMENTS
- Accurate typing skills
- Strong initiative
- Excellent organizational skills
- Time management skills essential
- Reliable
- Strong customer relations, good communication
- Proficient in English
- Maintain an acceptable attendance record
- Capable of working in a team
- Motivated and self-confident
- Attention to detail and work without supervision
- Patience
- Excellent telephonic communication skills
- Able to work under pressure
Job Specification
Essential Requirements of the Post
- Matric Certificate
- Computer skills essential
- Microsoft Word, Excel and Outlook
- Office automation experience – advantage
- General Office Administration
- Customer service Experience
POPI Disclosure
The company commits to comply with Popi regulations when receiving all applications. This means that all information of applicants will be treated in a confidential manner and intended solely for shortlisting and selection processes. Please note that those CV’s not shortlisted will be discarded. Candidates are encouraged to only provide position specific information as per the job profile.
