Job Description
- Have good communication skills.
- Have good telephone and email communication skills.
- Work well under pressure.
- Have good time keeping skills.
- Have good punctuality.
- Remain calm and professional when dealing with customers.
- Manage incoming calls on service desk and log calls on BPO.
- Identify correct fault diagnosis and action service calls according to urgency.
- Assist team members to ensure professional service level achievement.
- Log service calls and Identify call priority for calls logged and prioritize call attendance accordingly.
- Ensure calls are handled professionally and timeously.
- Communicate and update customers regarding calls and call status.
- Ensuring customer satisfaction and communication is met during the entire call handling process.
- Ensure Service Level Agreement calls are attended to timeously and met.
- Control an assigned team of technicians and assign calls to the team.
- Communicate with technicians regarding calls, call priority and urgency of calls.
- Monitor technicians activity and ensure calls are attended to timeously and assigned accordingly.
- Updating technicians calls with notes on the call progress or any requirements for the call.
- Communicate and process calls logged with Dealer branches and update calls.
- Ensure any parts required are procured and ordered from the warehouse and notes are made on the call.
- Prepare quotations for customers.
- Updating and monitoring of calls daily.
- Monitor and manage daily call reports and action accordingly.
- Have experience and understanding of Microsoft Office products. Microsoft Word, Excel and Outlook.
- Analyze daily technical call reports, respond to queries and address concerns or issues needing escalation.
- Perform any other duties as assigned from time to time
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