Call Centre: Logging of calls,Using call centre system , via email, phone, sms, web, verbal. Identify, research, and resolve customer issues using the computer system.
Provide customers with product and service information.
Upsell products and services.
Recognize, document and alert the supervisor of trends in customer calls
Updating of calls
Printing follow up list.
Email/ phoning client for updates.
Follow-up on customer enquires not immediately resolved,
Updating of 3rd Party calls
Answering calls Answer phones and respond to customer requests,
Closing of calls Closes expired, rejected quotes.
Outbound calls Contacting technician/ clients, suppliers, outsourcers
Working with WA Checking SLA, mark ups, inclusions and exclusions
Managing SLA
Reporting Complete call logs and reports
Phone system Responsible for all calls made from your extension
Logging into Softphone at least 10 minutes before Start of shift, making sure you are always logged in.
Client:Make sure all client requirements and updated regularly e.g. license and warranty renewals
Provide customers with product and service information.
Upsell products and services.
Outsourcer
Queries Research billing issues
Alert Screen Monitor Alert Screen at all times.

Projects : Outsourcer / 3rd Partly and Clients

Technician : Monitoring technician's Alerts, updates, Escalation (Technical/Non Technical), time management and scheduled route planning

General : Recommend process improvements
Other duties as assigned
Provide on-the-job training for new employees
Admin Queries, collation of paperwork, sending paperwork to admin for processing
Queries

Suppliers Quote request quotes from supplier, outsourcers
Sourcing finding required stock from different suppliers
Relationship getting new supplier, managing pricing
Courier pricing, arrangements
Order Placing orders with suppliers, following up on ETA for orders placed
Documentation Process and paper work for orders placed, received, delivered and queries.

Working environment Workbench Neaten, clean, presentable, order, organised
Desktop Abide by all policies and rules,
Clients Confidentiality of information

Management Reporting
Management
Escalations Client queries, SLA,
Training
Process and procedures Development of P&P
Projects Oversee Projects, Schedule, Planning, attaining objectives
PR Clients, Staff
Client expections
Surveys
Call life cycle.
Feedback management, Client, Staff, outsourcer, Suppliers