Overview
Call controller Jobs in City of Cape Town, Western Cape, South Africa at MFP Office Automation Group
Title: Call controller
Company: MFP Office Automation Group
Location: City of Cape Town, Western Cape, South Africa
Company Description MFP Office Automation Group is a leading supplier of copiers, printers, telecommunications, and CCTV equipment to thousands of businesses across South Africa. Headquartered in Cape Town, the company operates eight distribution centers and a nationwide network of technicians who provide responsive support wherever clients are located. MFP is recognized as a top Olivetti Copier & Printer Partner in South Africa and has consistently been voted to have the best Olivetti service department for nine consecutive years. The organization is also a Platinum Yeastar Telephone System Partner and an authorized Kyocera partner, working with trusted brands such as HP, Dahua, Hikvision, and others to deliver reliable technology solutions. Proudly South African, MFP focuses on connecting businesses through trustworthy, high-quality office automation and communication services.
Role Description The Call Controller role is a full-time, on-site position based in the City of Cape Town. The Call Controller will manage incoming service and support calls, log and prioritize requests, and assign jobs to appropriate technicians across the country. This role includes monitoring call queues, updating job statuses, and ensuring timely communication with customers regarding appointment scheduling, progress updates, and follow-ups. The Call Controller will coordinate with the service department to optimize workloads, track response times, and help meet service-level commitments. The position also involves accurate data capturing in service systems, basic troubleshooting over the phone where applicable, and collaborating with internal teams to resolve issues and improve customer satisfaction.
Qualifications
- Strong call management and customer service skills, including handling high call volumes and communicating clearly and professionally.
- Experience in service coordination or dispatch, with the ability to schedule, allocate, and track technician activities efficiently.
- Proficiency with office software and service management systems, including accurate data entry, record keeping, and basic reporting.
- Solid organizational and time-management skills, with attention to detail and the ability to prioritize multiple tasks in a fast-paced environment.
- Ability to work effectively in an on-site team environment, collaborating with technicians, sales, and service departments.
- Previous experience in office automation, telecommunications, CCTV, or a related technical support environment is advantageous.
- Matric (high school diploma) or equivalent required; additional training or certification in customer service, administration, or IT is beneficial.
- Comfort with working standard business hours in a full-time capacity and maintaining a professional, inclusive, and respectful approach toward all colleagues and customers.