IT CALL CENTRE AGENT-
- Implement and manage Click-IT Call Centre policies and processes.
- Accurately log all incoming and outgoing calls, including –
- Repeat calls,
- preventative maintenance
- Logging tickets
- Ensure all information pertaining to clients, technical staff, service level agreements, call-outs, status and materials is accurately captured on the CRM package, paying particular attention to necessary detail required.
- Manage technical staff, paying attention to capacity management issues, including –
- time management
- proximity of calls
- Ensure you disseminate information to the respective persons involved in each case.
- Ensure outstanding customer service at all times, and to the best of your ability, including
- Follow-up with clients regarding levels of service received and assess customer satisfaction.
- Escalate call when necessary, within acceptable time frame, as required by Click-IT and the end-user.
- Deal with any client complaints as a matter of urgency and implement necessary damage control.
- Liaise with Procurement to ensure the required goods necessary to despatch calls are in place and are being delivered or collected accordingly.
- Design a process to ensure all hard- and soft-ware belonging to clients is properly checked and receipted when it is brought in to the workshop for repairs, and checked, signed out before it is returned.
- Ensure all stock leaving the premises has been checked and invoiced out.
- Ensure you conduct yourself in a manner that is in line with the corporate culture and profile of Click-IT at all times, and ensure that you are always polite and helpful when interacting with Click-IT’s clients.
- Ensure that you enable your colleagues to succeed in their jobs by completing all relevant documentation required for administrative purposes timeously, e.g. job sheets, leave applications, etc.
- Promotion of new business for Click-IT.
- Recommendation to management on improvements to services, and any other suggestions you feel will improve or benefit The Company.
- Provide remote support telephonically
Whatsapp the keyword "JOB" to 0849122108