Tech Officer: Call Desk Agent
Date: 12-Dec-2022
Location: Bloemfontein, Free State, ZA
Company: BCXP
Structure, Grade & Reporting
| Job grade/level | OP2 |
| Business Unit | Digital Platform Solutions |
| Department | Retail Solutions |
| Position reports to | Team Leader: Call Desk |
| Span of Control | 0 |
Core Description
To respond telephonically to client queries by logging calls as well as responding to client needs in alignment with BCX’s policies and procedures.
Key Deliverables / Primary Functions
- Effectively utilise e-mail, telephone and/or web interface to respond to client contacts
- Capture Client requests on the Remedy System accurately, efficiently and timeously
- Ensure that the pre-defined SLA is complied with at all times
- Ensure that all calls are logged accurately
- Categorise calls precisely to ensure that the calls are prioritised correctly in alignment with BCX policy and procedure
- Prioritise calls effectively
- Classify the calls according to the incident of the request
- Assign calls to the relevant support staff efficiently and timeously
- Be familiar with all relevant policies and procedures in terms of BCX and the Client
- Adhere to all relevant policies and procedures and do not deviate under any circumstances
- Seek assistance from supervisors when confronted by ambiguous situations
- Understand the content of both BCX and Client policies, specifically those pertaining to one’s own area of responsibility
Qualifications
NQF 4: Grade 12
Experience
1 years’ experience in working a Call Desk or Retail environment.
Certifications / Professional Registration
None
Special Requirements/ Employment Condition
Valid Drivers license