JOB DESCRIPTION – TECHNICAL DISPATCH AGENT LEVEL 2

DEPARTMENT: CCC Customer Contact Centre

REPORTS TO: Technical Supervisor

BASED IN: Midrand JHB

QUALIFICATION & EXPERIENCE:

· Grade 12

· Customer Service oriented and experience

· Coordinating Schedules & Appointments

· Call Centre experience beneficial

· Continuous Improvement experience beneficial

JOB REQUIREMENTS & OTHER ATTRIBUTES:

· Computer literate (MS Office, Listener, Outlook, Internet)

· Knowledge of security systems user operation

· Professional

· Customer focused

· Driven for results

· Good verbal and oral communication skills

· Ability to handle pressure

· Telephone etiquette

· Understanding in diversity in customer behaviour

· Punctual

· Ability to meet deadlines

· Ability to Organise, Schedule & Coordinate appointments

· Verbal & written Communication skills.

· Problem Solving / Analyse and Execution of appropriate action.

· Customer centric.

· Attention to detail.

· High Stress Tolerance.

· Punctuality / Time keeping.

· Computer skill.

· Basic Technical user related Skills.

· Afrikaans and English Telephone skills.

· Effective execution of tasks & requirements

· Organising & Prioritising

· Time Keeping

· Motivating

· Effective Team Player

MAIN PURPOSE OF JOB:

The aim of a Technical Dispatch Agent (Level 2) is to:

· Book & Schedule service calls.

· Dispatch & Coordinate Technicians to attend all scheduled work.

· Follow up with customers to ensure times & schedules are met.

· Completing all daily scheduled service calls LSN Technical Category fields

· Inform relevant management or other parties in the event of exceptions or reoccurring issues.

· Exercise good interpersonal skills to be able to deal with difficult customers at all levels.

· To build customer’s interest in the services and products offered by the company.

· Update the existing databases with changes as acquired from the customer.

· Have good verbal and oral communication skills.

· Reach all daily Quality Assessment expectations and targets

· Ability to create grammatically correct responses.

· The person should also know what to write while utilizing communication, be able to quickly recognize signals of a disgruntled customer and be able to respond appropriately.

· Ability to comprehend, capture as well as interpret basic customer information.

· Ability to treat people with respect under all circumstances

· Instil trust in others by upholding the values of the organization.

· Must have sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the need of the customer, solicit service/assistance.

· Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands

· Analyse the various parts of a problem properly and develop logical solutions

· Quality management – to look for means of improving as well as promoting quality within the company as well as with fellow employees

· Complete Ad-hoc duties from time to time

· Phone marketing “Yes” reply lists to build extra revenue

· Drive technical revenue for the business through campaign

· Answer all queued & escalated incoming telephone calls in an efficient and professional manner

· Coordinate service requests in accordance with F-ADT policy, customer needs and technician availability

· Ensure that all information given by the customer corresponds with the information on the system

· Rebooks to be done up to date on a daily basis if need be

· Liaise with CAD for Installation Warranty Booking or escalate to CAD

· To inform FLM / Manager via email of any on-going / rebooked calls, if sites have been visited more than twice by any technician due to a recall.

· Following up with customers after Technician’s visit – Before & After service communication to be done daily.

· Coordinate after hour calls for standby Technicians whilst still on duty if shift s exceeds normal work hours or with “standby” supervisor.

· Assisting customers & technicians on an on-going basis.

· Assist with all related queries or complaints within a time period of 48hrs

· Give full feedback to customers (internal and external on all queries)

· Resolve query and walk through to the end, take ownership

· Quality Feedback and Timeous Resolution required

· Attend all required meetings and training sessions

· Keep your workstation / office neat and tidy at all times

· Not abuse company communication systems for private usage

· Adhere to shift roster and office hours.

4. STANDARD OPERATING PROCEDURES

· Ensure that the disciplinary code is adhered to at all times.

· Standing Operating Procedures must be upheld.

· Meeting and keeping to agreed targets.

· High & professional standard of service must be upheld.

· General CCC House rules are adhered to

NOTE: The job description is a guideline of key performance areas but does not limit your activities to the content herein. Your role is to continuously add value to our company and carry out any reasonable instructions from management, thus ensuring that all teams meet company objectives.