MAIN PURPOSE OF JOB:

Support and provide superior service to internal and external customers

QUALIFICATION & EXPERIENCE:

• Matric/ Grade 12
• Computer literate (MS Office, Listener, Outlook)
• Minimum 2 years’ experience within a contact centre of which technical experience is advantageous

DUTIES AND RESPONSIBILITIES

1. Booking and scheduling of service calls for technicians
2. Coordinate after-hour calls for standby Technicians if shifts exceed normal work hours or with a “standby” supervisor.
3. Dispatching and Coordinating of Technicians to attend to all scheduled work
4. To build customers’ interest in the services and products offered by the company.
5. Drive technical revenue through the marketing “Yes” campaign
6. Respond to all queued and escalated calls in an efficient and professional manner
7. Communicate any ongoing / rebooked calls if sites have been visited more than twice by any technician due to a recall
8. Handling of all client queries and complaints and escalating for resolution where required
9. Handling of all ADT Secure Home and Secure Connect with help aids and scheduling of service calls
10. Handling of all CCTV and new FADT technical product queries and complaints
11. Attend to Inbound and Outbound Webmail/Webchat communication
12. Perform telephonic guidance and advice when clearing error messages, finding faults & problems in the security system
13. Identify product types and provide documentation & Information to a customer related to a particular request
14. Save clients from cancelling their contracts due to technical complaints by offering the applicable save offers and offering resolution to satisfy the customer.

We reserve the right not to make an appointment to any advertised position.