Call Centre Agent

SUMMARY:
The incumbent is responsible for all calls made to the support line, to provide support to customers with technical related issues while in the office.

POSITION INFO:

• Adhered to company policies and departmental procedures.  
• Adhered to third-party agreements and policies.
• Adhered to Service Level Agreements and timelines.
• Maintain confidentiality.
• Build and maintain exceptional client relations.
• Maintain positive client relationships throughout any issue resolution.
• Provide follow-up client satisfaction with clients, as needed.
• Escalate unresolved client complaints regarding suppor
• Operate as the support point of contact to customers.
• Build credibility by communicating trust, morale and professionalism with clients.
• Assist with challenges a customer may experience.
• Provide prompt solutions or options going forward related to challenges.
• Assist with high severity requests or issue escalations as needed.
• Provide feedback to customers when dealing with customer requests.
• Identify customer needs and exceed client expectations.
• Identify potential/possible cancellations from clients and communicate to Account Manager
• Provide effective and proactive Support and solutions to avoid possible client cancellations.
• Answer all calls to the call centre.
• Create tickets for all calls and emails received.
• Provide feedback to customers on allocated tickets.
• Escalate tickets should it be necessary
• Assist with Out of Box Failure tests when required.
• Assist with All device setups, from OBF to Complete Setup of hardware and Services when required.
• Assist with device setup for Repairs.
• Assist with Quality Control of devices when required.
• Do a proper shift handover.
• Update tickets as per progress on setup of devices.
• Assist with resolving 0% Guard Patrol Sites when required.