Account Controller Boxer Bytes Managed Solutions

Job Type Permanent Full Job Description

Key Result Areas

Monitor and ensure adherence to nominated account SLAs
Receive, action and close escalations 
Quality Management
System syncing between Astea and customer system
Handle Customer escalations
Receive incoming calls
Meet targets Adhere to ISO Requirements

Job Requirements:


Knowledge of call centre principal’s and SLA Management


1 – 2 years Call Management experience in an IT environment

Technical Skills

 Computer literate in a Call Centre environment
 Working knowledge of MS Office (Word/Excel/Outlook/Internet)
 Exposure to call management operations systems like Astea – good ability to use Astea work order management
 Ability to draw computerised reports


Excellent communication skills, both written and oral
Self management
Time management
Decision Making
Planning (Functional)
Self confidence
Attention to detail
Dedication to Customers
Delegation and Control
Encouraging Teamwork
Stress Management
Conflict Resolution