Job Title

Customer Service Representative/ Back Office Agent                                                                  

Hours/Days

5 days over 7 days (including weekends)

Description

The Customer Service Representative/Back Office Agent will predominantly be cross skilled across the various Back Office functions responsible for coordinating, administrating, and providing solutions for Service Delivery (SD) operations.

Skills

Must be computer literate, able to communicate clearly and effectively especially over the phone, with the ability to multitask, experience within the telecommunications sector or call centre service operations 

Areas of Responsibility & Duties

Customer Support Services

• Customer support functions
• Supporting both inbound /outbound calls
• Management of all inbound/outbound emails
• Escalating and dealing with client issues and complaints
• Reporting on daily activities

Order Management

• Creation of Customer Accounts
• Creation/modification/cancellation of customer subscriptions/work orders
• Creation of Fault Orders – if required
• Transfer of Services – due to physical relocation of customers
• Reservation/scheduling of work orders in Workforce Management (WFM)
• Basic billing queries for customers
• Deactivation of customer accounts
• Closing Billing of customer accounts
• Basic troubleshooting of customer service issues
• Re-raising of work orders with illogical FATs.
• TCRM Case Management

Live Support

• Responsible for technical support to address infield issues encountered by technicians.
• Knowledge of the stack operations & auto-provisioning in detecting and troubleshooting technical issues
• Provide support to operations with Service Delivery Issues for both Home & Entertainment and Business jobs.
• Technical Solution support which includes but is not limited to creating fault repairs, handling Illogical FATs, addressing issues, provisioning issues, FAT verifications, etc.
• Reporting for all Infield technical matters

Scheduling/ Dispatch

• Responsible for management, scheduling and dispatching all jobs utilizing all available scheduling tools.
• Adherence to Department KPI’s and Service Level Agreement (SLAs)
• Tracking and reporting on all jobs
• Ensuring job assignments are done in an optimal manner in consideration of all mitigating factors.
• Tracking and monitoring crew attendance
• Dispatch & assist both internal & external customers(technicians/co-workers/Clients) with daily job assignments.

Quality

• Complete quality checks on jobs to ensure that all data forms, photos, and products consumed on the job are entered on the job.
• Conduct Quality Control calls.

• Complete Quality Checks and Audits of Technicians’ jobs