Technical Operation Centre Agent - Germiston at AVI Limited

Job Specification:
Key Performance Areas

Fielding Customer Calls
Email these resolved calls to the customer and keep a record of these calls

• Opening job cards in SAP, ensuring all info such as address, tel. numbers, contact person, equipment type, and proper description of fault is recorded including contract and serial number

Responsible to follow up on open job cards (updates, returns, quotes etc.)

• Inform Customers/Sales Consultants when we cannot meet our deadlines or attend to their calls timeously

Daily Reporting

• Distribute reports to Internal Customers within the Technical Management Team
• Generate Daily Reports:
• Avaya Telephone Stats
• Toc Bot Stats
• QR Labels

Follow up on Quotes

• Follow up daily on Quotes generated by calling each customer for confirmation or decline of the quote generated by the team for Repair work, replacement of filters etc.
• Customer’s feedback will be recorded in SAP

Feedback to External and Internal Customers

• Confirmation of call being logged
• Estimated timelines of completion of call
• Possible delays in call resolution

Knowledge Required:

• SAP knowledge required
• Computer Literacy - Microsoft applications
• Exposure to ERP systems

Qualifications and Experience:

• Minimum Grade 12
• Equipment Specific & coffee course will be advantageous
• 5 years’ experience in an administration and customer focused role
• Technical Repair experience will be advantageous
• Field Service Experience will be advantageous
• Equipment Specific & Coffee course will be advantageous

Competencies:

• Deliver Customer Service
• Work with Others
• Governance and rule following
• Remain Composed and Resilient
• Flexible and open to change
• Communicate Clearly