Agent: Call Desk at BCX

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

Functional Skills

• Knowledge of Call Centre Procedures
• ITIL Principles
• Quality Assurance And Management
• Time & Priority Management
• Understand BCX’s Business Ethics & Values

Behavioural Competencies

• Job Match Rating
• Delivering Results
• Meeting customer expectations
• Teamwork
• Handling Pressure
• Communication and Impact

Qualifications

Grade 12 (NQF 4) with relevant IT Certification

Experience

• 1 years’ experience in working a Call Desk or Retail environment