Overview:
Be part of a dynamic, passionate and exciting IT Reseller organisation.  We are looking for Call Centre Staff to become part of our team.  The core responsibility is to provide 1st line technical support to our clients and ensure that CRM is updated and accurate.

First Technology is passionate about what we do and really care about our clients, our colleagues and the environment.  We would want you to have the same passion.

Key performance areas:

• Accurate Logging of All Calls and ERP Job Creation
• Enter customer information into CRM
• Phone customer with reference number and update on the call
• Respond to customer inquiries
• Update Every Call all the time with detailed descriptions in CRM
• Handle and resolve customer complaints
• Provide customers with product and service information
• Identify and escalate priority issues
• Route calls to appropriate resource
• Follow up customer calls where necessary
• Follow up on open Calls daily and phone Customers with an Update
• Inform all relevant parties of ETA Status
• Produce call reports (Oversee every Call until it’s in resolve status)
• PO creation for Parts and Services required
• Ordering of parts on vendor websites
• Ordering of all parts via CP
• Warranty checks
• Ensuring job cards have been captured
• Faulty part management

Key requirements:

• A minimum of two years in similar role
• Customer service experience in a call centre imperative
• Strong communication and interpersonal skills are a must
• Ability to self-motivate with good judgement and problem-solving abilities
• Manage time effectively
• An ability to follow company processes, policies and procedures