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| POSITION DESCRIPTION | BUSINESS EQUIPMENT INDUSTRY SEPTEMBER 2008 |
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Call Centre Officer |
| Position Code: | 263 | | Career Level: | 1 |
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Responsible for
Answering customer telephone calls and logging calls into the Service Dispatch computer system, to ensure maximum efficiency in respect of addressing customer requests. |
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Reports To
Call Centre Manager; Call Centre Team Leader. |
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Supervises
No supervisory responsibilities. |
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Main Activities
Ensuring that all calls are answered in a prompt and professional manner.
Using on-line systems to access data and answer customer queries within pre-determined service times.
Entering customer requests/queries on-line.
Documenting and distributing clear, concise and appropriate technical support material to customers as required.
Liaising with other internal areas to provide answers for customers.
Escalating more complex customer enquiries to Helpdesk Operators and second level support to Technical Specialists and/or Customer Service Engineers.
Escalating ongoing technical problems to the Product Specialist and Management.
Liaising with agents on customer queries and complaints.
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Key Skills
Excellent telephone manner.
Good numeric and communication (both written and oral) skills.
Proficient use of PC's and office machinery.
Good interpersonal and team skills.
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Internal Contacts
Sales staff; service staff. |
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External Contacts
Customers, dealers. |
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Typical Experience
Previous experience within a customer service environment. |
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