Descrição
Structure, Grade & Reporting Job grade/level OP1 Business Unit Converged Communications Department Commercial (NOC) & CBO Position reports to Operations Manager: Service Centre Span of Control 0
Core Description
Carry out the identification, logging, resolution of client and system generated issues / queries and order processing. This is to be achieved in accordance with service quality standards. Drive a positive customer experience Key Deliverables / Primary Functions
Respond to client & system generated issues and log queries onto the system
Diagnose and provide first line resolution on incident, within the service level agreements
Escalate queries that the Service Centre cannot resolve timeously, to the Command Centre for resolution
Monitor progress of escalated incidents
Follow through on resolution and provide feedback to customers
Receive and process customer orders Functional Skills
Service Desk
Telephone Etiquette
Network Management Systems
Basic Technical knowledge accross ConComm value stream Behavioural Competencies 2. Delivering Results 6. Communication and Impact 3. Meeting customer expectations 1. Job Match Rating 4. Teamwork 5. Handling Pressure Qualifications NQF 4: Grade 12 Experience
A minimum 2 years Helpdesk.
- Customer Service experience preferably in Telecommunication industry
- Product knowledge is advantageous
A Technical qualification will be an advantage Certifications / Professional Registration None Special Requirements/ Employment Condition Ability to adapt flexibly to change Ability to cope under pressure Work Characteristics Office Based position