The incumbent is responsible on a rotational basis or as assigned to respond and route all calls directed to the EMA’s 24 Hour Call Centre. The incumbent is also responsible for all other complaints received by the various medium i.e. written, email, walk-in and referrals from any other source.
MAIN RESPONSIBILITIES
Timely answering and routing of all received calls in accordance with the call answering protocol. Logging of all calls in the contact management system including demographics and nature of complaints.
MAIN DUTIES
Warm greeting with focus on customer satisfaction when answering all calls
Must be able to work a twelve (12) hour shift system
Receiving and logging of information from all received calls
Provision of adequate and effective information to the public
Generating call tickets, logs and forms, relevant to call tracking
Routing call tickets, logs and forms in accordance with routing protocols
Routing of all phone calls in accordance with call routing protocols
Compiling data and preparing reports as requested
Booking and scheduling of information to track follow up
Maintaining and updating information received
KNOWLEDGE, Qualifications & EXPERIENCE