Accurate and timeous logging, updating and closing of incidents, ensuring all necessary information supplied, including the Estimated Times of Arrival (ETA) for logged incidents.
Managing the assigned area, ensuring that incidents are resolved within the average Service Level Agreement (SLA) with the Customer (between 10–15%).
Following up on incidents logged daily, keeping a record of queries and incidents closed daily, and generating a report of such.
Resolving 700 to 900 calls daily with correct closing details selected.
Updating the Cause and Warranty information and informing the technician if the site is under warranty.
Recognising, documenting and alerting the Call Centre Supervisor of trends in customer calls.
Ensuring that issues and severities are escalated to the relevant managers, following up on escalations throughout the day, and reporting feedback.
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