Min Experience Required 1 - 3 Years Hard Skills 1
Min Education Required Grade 12/Matric Hard Skills 2
Qualification Required ITIL Certification Hard Skills 3
Employment Equity No Soft Skills 1
Other Language Required 1 English Soft Skills 2
Other Language Required 2 Soft Skills 3
Job Description Main Purpose of the Job:
To assist the onsite Operations Manager with the service delivery requirements as per the SLA
Manage all remedy cases
Support / Customer relationship as part of current SLA
Change Control
Assist with Time sheets / overtime / Standby
Reporting of Remedy and SLA
Main Responsibilities / Tasks:
Remedy call logging, escalation and reporting
Customer service delivery
Support of Customer relationship as part of current SLA
Root cause reporting
Knowledge, skills, abilities and personal characteristics:
Excellent communication skills – both verbal and written
Business writing skills – ability to articulate complicated concepts in an easy-to-consume manner
Excellent interpersonal skills – must be comfortable working as part of a team
Independent yet able to work with people from different cultural backgrounds
Self motivated
Structured and disciplined
Ability to act as a business mentor for other members of the team
Reliable and trustworthy
Passionate about personal growth
Job Requirements Formal Qualifications Required:
Matric - Essential
ITIL experience - Essential
ITIL Certification - Desirable
Job Related Experience Required:
Contact Center Operational Management Experience - 2 Years - Essential
Corporate Business Operational Management - 2 Years - Essential
Change Management - 2 Years - Essential
Incident and Problem Management - 2 Years - Essential
Technical understanding of Contact Center - 2 Years - Essential
Job Related Knowledge Required:
Operational Management - Desirable
Service Delivery Management- Essential
People Management- Essential
Job Related Skills Required:
Excellent communication skills & both verbal and written - Essential
Excellent interpersonal skills & must be comfortable working as part of a team – Essential
Independent yet able to work with people from different cultural backgrounds - Essential
Self-motivated - Essential
Structured and disciplined - Essential
Reliable and trustworthy - Essential
Passionate about personal growth - Essential
Competencies:
Adaptability
Delegating Responsibility
Tenacity
Building Customer Loyalty
Developing Others
Time Management
Building a successful team
Follow up
Building strategic working relationships
Initiative
Coaching
Innovation
Communication
Managing Conflict
Continuous Learning
Negotiation
Contributing to team success
Planning and Organising
Customer Focus
Quality Orientation
Decision Making
Stress Tolerance
