Min Experience Required 1 - 3 Years Hard Skills 1
Min Education Required Grade 12/Matric Hard Skills 2
Qualification Required Diploma, specialised training, or equivalent work experience Hard Skills 3
Employment Equity Yes Soft Skills 1
Other Language Required 1 Soft Skills 2
Other Language Required 2 Soft Skills 3
Job Description Become part of this exciting new team to manage MFD consumable and break/fix incidents proactively and productively, ensuring an efficient customer experience that delivers according to specified service level agreements
To effectively manage and process consumable requests according to specified call logging process and procedures against Service Level Agreements.
To provide prompt Customer Service as part of a high volume Pro-Active Call Centre, responding to automated requests, phone calls and E-mail requests.
To act as the single point of contact and to provide relevant feedback to Customers regarding outstanding Incidents and Consumable requests.
To follow-up with Distribution regarding outstanding Consumable deliveries.
To effectively manage and process break/fix incidents according to specified procedures and Service Level Agreements, ensuring timeous problem resolution through the use of the Xerox knowledge base and Technical support assistance.
Following and adhering to Call Logging processes and procedures.
Obtain and evaluate all relevant information to handle enquiries and complaints.
Perform other ad-hoc duties requested by Management to ensure the smooth operation of the Call Centre.
Key KPI Measures include:
Telephone Abandon Rate: Target = <2%
Telephone Answering Speed within 15 Sec: Target = ≥ 90%
Telephone Answering Speed within 30 Sec: Target = ≥ 94%
SLA Achievement: Target = ≥ 96%
Incidents Handled per day ≥ 45 per day
Incidents not closed, still in the Order Placed status older than 2 weeks
Dispatch Initiated Incidents not closed, older than 3 days
Job Requirements Matric
Diploma, specialised training, or equivalent work experience
ITIL v3 Foundation Certification will be an advantage
A minimum of 1 years & experience in a Call Centre environment
An excellent understanding of Customer Service Delivery and Quality Assurance
Demonstrate excellent Communication Skills
Must be Computer literate (MS Word Intermediate & Excel Advanced)
Passionate about making a difference