JOB DESCRIPTION – TECHNICAL DISPATCH AGENT LEVEL 2
DEPARTMENT: CCC Customer Contact Centre
REPORTS TO: Technical Supervisor
BASED IN: Midrand JHB
SKILLS & BACKGROUND:
- High school diploma
- Focused on helping customers, with related experience
- Able to arrange timetables and meetings
- Call center work is a plus
- Experience with making things better is a plus
JOB NEEDS & OTHER SKILLS:
- Able to use computers (MS Office, Listener, Outlook, Internet)
- Knows how to use security systems
- Acts professionally
- Puts customers first
- Wants to get things done
- Speaks and writes well
- Can work well under stress
- Good phone manners
- Understands different types of customer behavior
- Is on time
- Can finish work by the deadline
- Can plan, set up, and manage meetings
- Good at talking and writing
- Can figure out problems and take the right steps
- Focused on the customer
- Pays attention to small details
- Can handle a lot of stress
- On time and manages time well
- Good with computers
- Basic tech skills for users
- Can speak Afrikaans and English on the phone
- Gets tasks and needs done well
- Good at planning and putting things in order
- Good at managing time
- Motivates others
- Works well with a team
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.
- 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.
