Overview
Call Coordinator, ZA Jobs in Cape Town, Western Cape at NSC Global
Full Job Description
Overview:
NSC Global is currently looking for a Call Coordinator to join our growing company.
NSC Global provides global network implementation and support solutions to world-class organizations, delivering cost savings and operational simplicity. Our goal is to partner with world-class enterprises, helping them become more agile, create commercial advantage and build quality through design, deployment, support and management of their global IT communications. NSC Global is a US Cisco Global Gold Certified Partner with a corporate headquarters in London, UK and a US headquarters in New York, NY. Please review our website at www.nscglobal.com for more information on our organization.
Main job purpose:
Responsible for ticket assignment based on queue monitoring. Works directly in customer CRM (ITSM Remedy) tool. Performs incident tracking, updates and resolutions. Creation of daily aging reports by account/customer. Handle escalations on a regular basis to include management. Participate in customer/technician conference calls. Assist technicians with issues and updates
Responsibilities:
Monitor and daily control of customer ticket assignment queues.
Exceptional customer service.
Maintain internal SLA agreements in regards to ticket assignment/re-routing of tickets due to work balance.
Participation in daily conference calls to include technicians and customer.
Aware of changes within both internal and external customer applications as pertains to job function.
Ability to work effectively with technicians.
Adherence to assigned schedule.
Adhering to documented policies, procedures and processes for nscgobal and customer specific.
Clear and concise documentation of all customer interaction within appropriate CRM tool.
Able to function in a team environment.
Ability to back up other agents/departments when needed.
Continuous improvement of service delivery.
Reporting
Review Aged ticket report and work with dispatch resources to updated tickets.
Provide daily feedback on status of aged tickets (what is causing the “Age” and identify improvement steps).
Identify Duplicating of tickets while reviewing aging daily.
Qualifications:
1 – 2 years’ work experience
High School Diploma is advantageous
Competencies:
Alliance/Astea and customer ticketing systems.
Common software applications.
Customer service aptitude.
Microsoft excel and word and excellent documentation skills.
Oral and written communication skills.
Ability to multi-task.
Support values and principles of nscglobal.
ITSM Remedy System
Reporting
Understanding of end user equipment
Title: Call Coordinator, ZA
Company: NSC Global
Location: Cape Town, Western Cape
Category:
