Job Description
About the Role
Join our dynamic Tech Company as a Contact Centre Technical Specialist in Kramerville, where you will be responsible for managing Inbound and Outbound customer interactions, supporting CRM systems, generating reports, and assisting with general IT-related issues.
Key Responsibilities
- Manage Inbound and Outbound calls in a professional and efficient manner.
- Assist customers with queries, complaints, and service requests.
- Maintain high levels of customer satisfaction and service quality.
- Follow up with customers to ensure resolution of issues.
- Troubleshoot and resolve CRM system issues.
- Capture and maintain accurate customer data within the CRM.
- Assist users with CRM-related queries and system navigation.
- Ensure data integrity and proper usage of the system.
- Generate daily, weekly, and monthly performance reports.
- Analyse call centre metrics and provide insights.
- Create custom reports as required by management.
- Monitor KPIs and suggest improvements.
- Log, track, and resolve IT support tickets.
- Troubleshoot basic network, system, and user issues.
- Escalate complex problems to relevant IT teams.
Requirements
- Qualifications: Certification or qualification in IT, Information Systems, or related field.
- Experience/Skills: Experience with ticketing systems (e.g., Zendesk, Freshdesk, Jira).
- Knowledge of system integrations.
- Previous experience in a hybrid customer support / technical role.
- Proven experience in a contact centre (Inbound & Outbound) environment.
- Strong technical aptitude with experience in CRM systems.
- Experience with reporting tools (e.g., Excel, Power BI, or similar).
- Basic understanding of IT support and troubleshooting.
Salary & Benefits
Not specified
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About IT / Computing / Software Jobs in Gauteng
In Gauteng, the IT and computing industry is a significant contributor to the province’s economy, with a steady demand for skilled professionals. Typically, this field is characterized by rapid technological advancements, innovative projects, and a high level of job satisfaction among employees. Generally, career prospects in this sector are strong, with a range of opportunities available across various industries.
Salaries for IT and computing professionals in Gauteng can vary widely depending on factors such as experience, company size, and industry sector. While it is common to see salaries ranging from R400 000 to R1,200 000 per annum, these figures are only a general guideline and actual salaries may differ significantly. For instance, senior executives or technical leads with extensive experience may command higher salaries, while entry-level positions may start at lower levels.
Common skills required for IT and computing roles in Gauteng include proficiency in programming languages such as Java, Python, or C++, knowledge of cloud platforms like AWS or Azure, and experience with agile development methodologies. Additionally, understanding of data analysis and interpretation, cybersecurity principles, and IT project management are often essential. Familiarity with popular software applications, such as Microsoft Office 365 or Google Workspace, is also beneficial.
The financial services sector, technology industry, manufacturing sector, and government departments are among the common industries that employ IT and computing professionals in Gauteng. These sectors require a range of skills and expertise, from data analysis to network administration, making them attractive options for career development.
For those seeking a career in IT and computing, there are numerous opportunities for professional growth and development. Typically, career progression involves moving into senior roles or specialized positions, such as technical lead, solutions architect, or data scientist. Opportunities for further education and training, such as certifications or postgraduate studies, can also enhance job prospects. Generally, a strong understanding of industry trends, networking, and continuous learning are essential for success in this field.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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