Installation Support Agent: Scheduling (6 months FTC)

SUMMARY:
Installation Support Agent

POSITION INFO:

Position Summary
Industry: IT & Internet
Job category: Customer Service
Location: Cape Town
Contract: 6 month Fixed Term Contract

Introduction
Our client requires the services of an Installation Support Agent in the Installation Logistics – Scheduling division. The candidate will be responsible for ensuring Customer Service Standards are maintained, resolving customer queries, and working in a highly pressurized environment. They are looking for diligent and hard-working individuals who can contribute to a highly motivated team, based in the Cape Town office.

Job Description

• Marketing to both existing and prospective clients.
• Establishing, building, and maintaining relationships with various partners.
• Contract administration, feedback, and daily statistical reporting.
• Ensuring that Customer Service standards are maintained in a highly pressurized environment.
• Providing service within the region as well as to other departments/regions/staff.
• Meeting/exceeding targets.
• Data capturing.
• Following up on leads/queries.
• Scheduling fitments of units.
• Liaising with technicians regarding appointments.
• Rescheduling of appointments.
• Checking/maintaining high quality of schedules.
• Monitoring effective utilization of technicians.
• Outsourcing work to fitment centres.
• Maintaining local and regional scheduling relationships.
• Managing potential cancellations.
• Taking ownership of all queries received and calls taken, assisting the client within agreed SLA’s.

Minimum Requirements

• Matric with at least 1 year Contact Centre experience.
• Bilingual (English and Afrikaans) advantageous.
• Computer literacy.
• Excellent typing and accurate data capturing skills.
• Excellent communication skills, including strong telephone manner.
• Analytical skills.
• Ability to work under pressure.
• Confidence to have all calls voice recorded.
• Excellent time management and ability to work with time controls.
• High levels of self-discipline.
• Ability to work independently.