ICT company looking for Call management agent:

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General Details
Location:
Advertised By:Private
Job Type:Full-Time
Employment Equity:Non EE/AA
Description

ICT company looking for Call management agent:

Please note:

This job is an office bound position, the person would need to assign new calls received from clients to a technician and ensure they are aware of their calls. Also needs to drive the calls and SLA till completion. This is NOT a technical role but person needs to know the Garden Route area.

Candidate needs to reside in George or surrounds.

Person needed with following Skills:

1. Be able to work in a team

2. Not be afraid to tell a team member what call to attend to next.

3. Be firm but also understanding

4. Be able to work under pressure

5. Have Good communication skills be comfortable to liaise with team, clients and management

6. Able to resolve escalations

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.

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)
• Ability to draw computerized reports
• Ability to interpret Service Level Agreements reports

please forward your CV with contact details
Id Subtitle 634085953
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PaulMMember since 2014
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