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

Matric
Knowledge of call centre principal’s and SLA Management

Experience

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

Behaviours/Attitudes

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