Duties and responsibilities: Take incoming Calls: Field Technician calls – Answer calls from Field Technicians regarding playlists, loopings or installation content scheduling. Upload Content – Receive content from the Content Department, create manage engine ticket for content uploaded and upload content via Media Manager and allocate to CMS. Close manage engine ticket once content has been scheduled according to flight schedule. Technical support overflow calls: – Handle overflow technical support calls in accordance with internal company queue bouncing by answering the bounced call from the helpdesk – If able to, assist with client problem and close ticket. – If not able to assist client, transfer call to the correct person or department – Alternatively, take down client name, contact details and thorough description of the complaint and forward message onto relevant person or department. Managing Playlists: Create new playlists request from Field Technician request: – Receive playlist request from Field Technician once installation is completed for either a new or swapped out device. – Completed file is scheduled to client network in accordance with ADS number. – Create a manage engine ticket for the above mentioned playlisting request. New client playlist request from Hardware and Software Development Department: – Receive playlist request from HSD. – Completed file is preloaded onto hardware component prior to hardware leaving the company. – If content still needs to be sent from the content team create a manage engine ticket for content upload. – Create a manage engine ticket for above mentioned playlisting request General playlist creating: – Receive instruction to remove, amend or create a playlist from Media Services, Network Director or Client. – Attend to removing, amending, and/or replacing the content currently on the playlist with newly created content. Action Looping Request: – Receive instruction from client or FT that screen/s are down along with instructions to loop to an alternative screen and to undo looping once the screen has been repaired. – Give feedback to the client, FT or Support that logged the request that looping has been done via email. – Log looping instruction details, actions, and closure of Manage Engine ticket. – Complete looping instruction, feedback, and logging within 30 minutes of receipt of a request. – Send a Looping report to the Regional managers, Project managers, Head of External Operations and Network director for a client on a weekly basis. Action Out of Stock Request: Out of stock sign created: – Receive out of stock instruction for client on specific products. – Secure out of stock sign from library. – Schedule the out of stock sign through playlist scheduler to the venue. – Create and place on hold ticket on Manage Engine within 3 hours of receipt of out of stock request during office hours. – Use Fresh Desk when the client logs the out of stock request. Once request has been completed resolve the ticket on Fresh Desk. – Remove out of stock sign once items are back in stock. – Resolve the on-hold ticket on Manage Engine and log a new ticket for the items that are back in stock and resolve the ticket once the out of stock has been removed – Send monthly report to the Network director of all request that came in for out of stocks and out of stock removals. No out of stock sign: – Receive out of stock instruction from client on specific products. – Inform Content Department to create out of stock sign. – Secure out of stock sign from Content Department. – Create out of stock sign for specific product playlist in SEA. – Schedule the out of stock sign through playlist scheduler to the venue. – Create and place on hold ticket on Manage Engine within 3 hours of receipt of out of stock request during office hours – Remove out of stock sign when items are back in stock. Resolve the on-hold ticket on Manage Engine and log a new ticket for the items that are back in stock and resolve the ticket once the out of stock has been removed. Action Content Changeovers: Where do they receive content changeover info from – Receive request for content changeovers for different networks in the event of changes to their content. – Ascertain date when the client wants the content to go live. – Create a new playlist in accordance with changes and in compliance with client timeframes. – Schedule content to client venue for on-time display. – Complete Scheduling instruction sheet. – Inform Network Director, Regional Managers, Support and Client that changeover has been scheduled to go live on instructions received. – Save all communication via email to the company folder central were all scheduling instruction documents get saved – Completed scheduling instruction sheet. – Sign off on all scheduling instruction sheets after work/scheduling duties have been checked. Action Layout Changes: – Action changes between Landscape and Fusion layouts OR between 3 screens and 2 screen displays and report these changes to the lead of the department for reporting. – Send Out monthly report to network director of these changes on a clients Digital Master List or a clients Layout sheet. Draw and Maintain Training Manuals: – Collate all network information for each client and draw a training manual which includes the following (How to Allocate content, how to create a Playlist, how to schedule for the Specific network through Playlist scheduled, Nimbus, Menu board scheduler or Planogram playlistings) – Ensure that existing training manuals are updated with network and software changes. – Drawing the following reports how often and why Drawing, updating and submitting reports: – Client Digital Master list, Amount Changes, Animation Tracker, Test Tracker and Out of stock report on a Monthly basis that gets send to the Network Director – Client Layout list that gets send on a monthly basis to the project Administer for billing purposes. – Scheduling Incident report to be completed once an incident has taken place – Scheduling interaction logger – Scheduling Tracker, once a client informs about a change it will be placed on the list and you can track all information needed for the change/changeover happening/happened. – Daily/Weekly Planograms for clients. Offer Rotational Standby Support: Offer standby support once every three weeks (Rotation Basis) after hours during weekdays and over weekends in respect of incoming calls, client requests such as out of stock scheduling, Loopings playlisting, changeovers etc. Reports: – Cliff Report checked on daily basis to ensure playlists dont fall off the “cliff” – Blanking Report checked on a daily basis – Scheduling Tracker Client Servicing: Provide prompt, effective and courteous services to all clients by: – Friendly and professional communication both in writing and verbally. – Prompt response to client instructions or complaints. – Effective auctioning of client request within prescribed time frames. Content Traffic Management: – Liaising with clients and building relationships – Generate quotes on all incoming content jobs – Confirm quotes are approved before jobs are queued – Generate invoices when client approves content – Once content is uploaded, ME requests are created for the Scheduling team which includes scheduling instruction and files names of the new content – Format tracking doc as needed update quarterly tracking doc and share online link with Head of Internal Services – Submit tracking report to Head of Internal Services Monthly – Budget forecasting and tracking Manage Scheduling Team: – Ensure schedulers receive scheduling instructions on all content uploaded – Escalation point – Ensure Technical Support team is made aware of any upcoming content changeovers in order to remedy any offline site issues – Ensure confirmation of scheduling is sent to all relevant parties timeously Applicable reports: CMS reports including: – Cliff Report Check on a daily basis – Blanking Report Check on a daily basis – Scheduling Instruction Sheet Once a change has been scheduled to fill in the document with all required fields and place in the company Central under Scheduling Instructions with the email informing clients and internally that the changes have been made. – Media Manager Log all playlisting, looping and out of stock request and content changeovers. – Scheduling interaction Log Log all task once completed with the amount of time spend when at work or on standby. – Monthly reports as mentioned above – Incident reports As a mistake has been picked up to compile a report of the incident – Content Revenue Tracker Requirements: Matric with some call centre experience 1-2 years in Digital Marketing Industry Proficient in Afrikaans and English Proficient in Chrome / Firefox, MS Office, Teamup (Scheduling Calendar), Xero Excellent Verbal and Written communication skills Computer literacy with solid Microsoft Office Skills Excellent organising and planning skills Great attention to detail Very patient Creative and able to think out of the box Understanding of peoples diversity within the workplace High level of integrity High sense of delegation of authority and responsibility High sense of team work and support Fast learner Ability to work well under pressure Telephone etiquette Must be a team player

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