Our client in the telecoms industry requires a Call Centre & Remote Support Manager in Nelspruit
stakeholders Make phone calls to zero visit AMs and ask them “why did you not make any calls during the month REQUIRED DELIVERABLES: Number of reports generated, number of sales rep calls attended, reports provided
/>Logging of calls in the helpdesk system.
Resolution time for issues. Number of calls logged and
resolved. Client satisfaction scores. T
aking calls and troubleshooting issues.
Telephonic troubleshooting
configuration of firewalls and file-sharing systems.
Number of installations and configurations completed.
recommendations for new ways of working and systems.
Number of advisory sessions conducted.
Client adoption
licensing compliance. Skills in documenting processes, call logs, and service reports accurately for future
you’ll do:
telephonically Handle customer inquiries externally via phone Collaborate internally with colleagues and the development logging and following up on calls Log calls on behalf of clients Test completed calls or queries from clients
technician/branch/contractor within 30 minutes of call received Serve as the first point of contact for customers seeking technical assistance over the phone or email. Perform remote troubleshooting through Satisfaction Maintain the abandoned call rate below 4% (Abandoned call report). Close 100% of customer queries
maintain at all times company assets such as cellular phones and/or special equipment; Manage the return stock successfully tested and you obtain a test reference number from Salesforce; Detailed resolution for any maintenance administrative matters relating to overtime, cell phone and data usage, vehicles etc; Comply with quality
support- or information-requests from various sources (phone, email, logging-system integration, etc.) for the service-level obligations. Retain ownership of support-call and diligently manage to resolution. Verify whether the Team Leader or Manager of trends in customer calls. Perform research and continued effort towards education information-request in the call-logging system. Ensure that all auxiliary fields in the call-logging system are information becomes available (e.g. call-source, contact-details, CI-selection, call categories, severities, etc
responsible for effectively assisting customers over the phone with both general and specific inquiries, ensuring Additionally, they must ensure that unresolved calls are escalated to the appropriate stakeholders. Excellent Handle incoming calls Manage incoming emails Handling incoming chats Make outbound calls Handle all inbound outbound customer interactions Answer incoming calls within Service Level Agreement Respond to emails customers to provide installation and training Outbound calls to customers to provide feedback on queries Educational
DUTIES: Provide 1st to 3rdline support via email, phone, and remote support to their client's based in the clients in the UK, SA Europe, US, and Asia. (On-Call Rota) Be proactive. You should always look for opportunities and excellent customer facing, communications and phone skills. Be commercial and show a keenness to understand CV to Taryndatafin.com and mention the reference number of the job. 3rd, Technical, Support, Engineer Negotiable