Job Description : MAIN JOB PURPOSE
MAIN JOB PURPOSE
To accurately log and close calls on customer system and ensure the system syncs with Astea.
KPIs : INTERNAL PROCESSES :
INTERNAL PROCESSES :
Ensure that the calls logged are of high standard and quality is maintained.
Ensure customer contract is loaded on service request.
Ensure accuracy is maintained.
Ensure calls are answered within the required time frame.
Ensure comprehensive and accurate fault finding descriptions into system, probe where necessary.
Ensure that the system contains accurate and latest updates all the time.
Ensure that no calls received are abandoned.
Ensure that accuracy is maintained and turnaround of calls logged.
Adhere to Quality Management System procedures.
HUMAN CAPITAL :
Complete own training and development objectives as per agreed timelines in the personal development plan.
Ensure that all policies and procedures are followed according to the company requirement.
Job Requirements :
QUALIFICATIONS / EXPERIENCE / KNOWLEDGE :
Matric or equivalent
1 years experience in call loggin in an IT environment preferred
S KILLS :
Computer Literacy (Excel; Word; Outlook; Internet)
A very good ability to use ASTEA work order management
Ability to interpret Service Level Agreement reports
Communication (Written and Oral)
Dedication to customers
Persuasiveness and Self Confidence
Delegation and Control
High levels of work output