Job Description : MAIN JOB PURPOSE
MAIN JOB PURPOSE
Act as a liaison, provide product / services information and resolve any emerging problems that our clients might face with accuracy and efficiency.
Customer Relationship Management
Ensure that all customer queries are addressed within the Service Level Agreement (SLA) stipulated time frame.
First time fix rate and recall rate under the stipulated requirements.
Maintain customer relationship.
Be productive based on the calls allocated to them.
Ensure that they comply with all Quality Management System (QMS) procedures provided by the Field Service Managers (FSM).
Maintain and manage sufficient boot stock.
Complete administration within time frames as per policies.
Action and close new calls within customer Service Level Agreements and Mean Time to Respond / Mean Time to Complete.
Technical support, maintenance, trouble shooting on retail machines and Automated Teller Machines (ATMs).
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 and Experience :
Matric or other equivalent qualification preferable
A + and N + Qualification
2 years’ experience in maintaining equipment in an IT environment
1- 2 years POS / Electro-Mechanical Skills / Person which was in a Technical High School experience will be an advantage
Computer literate in relevant operating system
Attitudes / Behaviour : Communication
Attention to detail
Dedication to Customers