Service Controller

The successful candidate will be responsible for

• Providing internal and external customers with an excellent customer service experience
• The efficient and effective logging of customer queries and resolutions thereof

Duties

• Follow company  procedure, processes and policies
• Telephonic first line support [polite, professional and clear]
• Logging maintenance calls as per SLAs signed
• Logging loan / temps / swaps and assigning stock thereof correctly
• Monitoring, quoting and facilitating software renewals
• Ensure all client information is correct prior to logging a call
• Generating quotes in line with approved pricing
• Responding to emails in stipulated time frame and according to Daisy policies
• Holding other departments accountable for queries that you have sent to them on behalf of customers [e.g.: billing / settlement / contract queries]
• Reporting “system downs” to ISPs and providing feedback and follow ups hourly
• Giving accurate feedback to clients and colleagues within the stipulated time frame
• Sending invoice packs to the invoicing team at the end of each day
• Ensuring calls and emails are correctly assigned and actioned
• Checking Job Cards for potential sales leads and upgrades
• Checking Job Cards and notifying invoicing team of all charges to be invoiced [check time spent on site, distance travelled, consumables used, work carried out]
• Selling SLAs
• Placing orders with procurement
• Logging repairs and following up with repair center as to status of repair. Providing feedback to client as to status and ETR
• Quote follow ups and housekeeping
• Loan units – Quoting and following up
• Prepare daily open call reports
• Prepare weekly quote reports

Education and Work Experience

• Matric Certificate
• Knowledge of Microsoft Office
• Minimum 3 years in a call center supervisor role

Skill Set

• Computer literate
• Excellent communication skills [both verbal and written]
• Proactive, organized and able to multitask
• Contributes positively to team and company values, culture, and customer experience

Recruitment shall be done in accordance with the company's Employment Equity Plan. People living with disabilities are encouraged to apply