Customer Care Technical Agent Primary objective of the job: • Assist Call Centre personnel to resolve queries and escalate where necessary • Ensure Customer satisfaction through the dissemination of information on products and services • Preparing Reports for daily and weekly technical issues • Analyze and resolve customer queries in a timely and efficient manner with minimum escalation by providing support to agents and/ or customer; investigate and resolve escalated queries; test products and services, manage technical faults, escalate outages to the relevant departments and liaise with all departments. • Work in teams to build co-operation and communication and to ultimately achieve department objectives, ensuring world class customer care • Evaluate and make calculated recommendations that result in increased benefit for both customers and organization Number of persons managed/supervised and their positions: • None Main Duties and Responsibilities: • Fault Handling • Resolve customer queries on products and services and own until resolution. • Evaluate all customer queries escalated via the various media • Liaise with the technical departments to resolve any service affecting situations and promptly communicate any developments to the call centre agents and call centre management • Escalate network based issues to the NOC. • Load issues messages to the IVR for appropriate priority levels (Critical and Major) • Assist with the testing of all GSM, Data & 4G Broadband products and services • Be a source of knowledge and subject matter expert on all technical aspects of wireless broadband service • Assist Broadband Support Tier 1 Agents to troubleshoot situations affecting customers. • Assist with the training of Broadband Support Tier 1 Agents on GSM, Data & 4G Broadband products and services • Reports: • Prepare timely reports for, but not limited to, all technical and/ or customer concerns which occur • Document and analyze customer and/ or departmental issues • Create Dialer campaigns, prepare recordings and load relevant sound files • Create and load handset menus for all new handsets to the intranet Academic qualifications and experience required for job: • Diploma in Information Technology or Equivalent • 1 years’ experience in a Customer-Oriented Environment • A minimum of 5 CXC’s or GCE’s including English and Mathematics Functional Skills: • Strong technical aptitude • Ability to work on own initiative Internal/External contacts: • Call Centre Agents • CC Management Team for Jamaica • IT and Technical Teams • The CVM Team • The Marketing and Communications Team • 4G Broadband Team Authority: (those task in which there is total control and autonomy in execution – e.g. approving vouchers, signing cheques, delegating task.) Please state limits where possible. • None Working Condition: (e.g. dust, dirt, heat, abnormal hours, frequent travel, overtime, etc. • Abnormal hours Key Performance Indicators: • 90% - CRM Ticket Management (90% resolution within 24 hours) • 90% - Issues Management (90% compliance with service Level Agreement) • Average Handle Time (Phone Calls & CRM) – 10 minutes • Average answer delay
Posted on: Fri, 03 Oct 2014 21:07:35 +0000
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