Job Description

Have good communication skills. Have good telephone and email communication skills. Work well under pressure. Have good time keeping skills. Have good punctuality. Remain calm and professional when dealing with customers. Manage incoming calls on service desk and log calls on BPO. Identify correct fault diagnosis and action service calls according to urgency. Assist team members to ensure professional service level achievement. Log service calls and Identify call priority for calls logged and prioritize call attendance accordingly. Ensure calls are handled professionally and timeously. Communicate and update customers regarding calls and call status. Ensuring customer satisfaction and communication is met during the entire call handling process. Ensure Service Level Agreement calls are attended to timeously and met. Control an assigned team of technicians and assign calls to the team. Communicate with technicians regarding calls, call priority and urgency of calls. Monitor technicians' activity and ensure calls are attended to timeously and assigned accordingly. Updating technicians calls with notes on the call progress or any requirements for the call. Communicate and process calls logged with Dealer branches and update calls. Ensure any parts required are procured and ordered from the warehouse and notes are made on the call. Prepare quotations for customers. Updating and monitoring of calls daily. Monitor and manage daily call reports and action accordingly. Have experience and understanding of Microsoft Office products. Microsoft Word, Excel and Outlook. Analyze daily technical call reports, respond to queries and address concerns or issues needing escalation. * Perform any other duties as assigned from time to time