Call Centre Agent

Job Advert Summary

We are looking for a call centre agent to coordinate and diagnose the process flow of the IT support function within the organization by escalating calls logged to the relevant support function for resolution.

Minimum Requirements

Required Qualifications / Experience

• National Senior Certificate - essential
• 1 – 2 years Call centre experience
• Computer literate
• Experience working on systems (SAP) – advantageous

Duties and Responsibilities

Job Specification

• Act as first line support by responding to queries
• Follow agreed procedures to identify and register incidents and/or queries
• Gather and escalate information to appropriate service providers to ensure customer resolution
• Monitor and follow-up on unresolved calls
• Provide regular feedback to customers with regards to call status