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