ROLE SUMMARY Answer inbound or internally transferred telephone calls, evaluate the caller’s assistance needs, take ownership of the problem and co-ordinate an appropriate solution to the problem presented using either internal or external resources. QUALIFICATIONS Minimum Grade 12 or equivalent NQF level 4 EXPERIENCE No job experience needed Computer Literacy RESPONSIBILITIES Operational Frontline Ensure continuity of service delivery by answering all incoming calls timeously and professionally as per agreed client protocols and contractual agreements. Effective and professional call attendance within required call duration service level criteria Analyse the nature of assistance requested or further action required Log all the relevant details accurately and complete all relevant fields on the required system based on the client’s request and information Log all calls accurately via the Telephony account code platform or on other platforms used. Identify, implement and coordinate appropriate solutions Summarize and collate case related communications in the case register Immediately act upon any omissions or service failures identified during the course of the case management. Escalate possible complaints to the Supervisor, Manager without delay Manage expectations by communicating the workflow effectively Warm transfer caller to emergency services with no delay COMPETENCIES Communicating with impact- Creates agreed shared meaning. Planning- Setting goals and identifying the most appropriate means/ path of attaining them. Make It Happen- Ensure plans are executed and objectives are met. Information Processing- Use information to create meaning and understanding. Written Communication- Produce clearly understandable documents. Self-efficacy- Takes accountability and deliberately pursues personal growth. Client Orientation- Anticipating and addressing client needs. Resilience- Remain buoyant despite setbacks, disappointments, and /excessively stressful situations.
ROLE SUMMARY
Answer inbound or internally transferred telephone calls, evaluate the caller’s assistance needs, take ownership of the problem and co-ordinate an appropriate solution to the problem presented using either internal or external resources.
QUALIFICATIONS
EXPERIENCE
RESPONSIBILITIES
Operational
Frontline
COMPETENCIES
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