Call Controller

Job Purpose

To work within the Call Control team, logging and managing support cases and general service activities. 

Duties and Responsibilities

  • To be the initial point of contact and representative of TSG for any given situation
  • Log customer support cases and allocate to appropriate team and queues.
  • Manage customer requests for updates on open cases.
  • Maintain customer database as requested.
  • Determine charge status of cases and manage appropriate customer approvals for ad hoc charges.
  • Update customers on cases as advised by Support Team.
  • Determine updates from support teams on open case responses.
  • Customer communications including customer care, complaints etc.
  • Provide support reports as defined by Project Management Office.
  • Proactively work with Applications and Technical support teams to provide an excellent level of support to customers.
  • Proactively check customer contract to ensure appropriate support contract in-place
  • Ensure all calls are answered within 3 rings
  • Call logging and customer contact, ensuring accurate input of data for customer contact information, email addresses, etc.
  • Chargeable jobs for support from customer acceptance of charge fax to invoicing.

Collaboration and Relationships:

  • With all Support Staff, Project Office Manager, Project Managers, Project Scheduling Team and Project Officers to ensure the successful support of TSG’s customers
  • With all internal relevant departments within the business. 

Knowledge, Skills and Experience

Your qualifications

  • IT      Qualifications would be an advantage but not essential 

Your skills & knowledge

  • Excellent written and verbal communication skills
  • Excellent customer services skills
  • Commercial awareness
  • Previous experience of working in an office environment plus making and answering telephone calls
  • Excellent Ownership skills
  • Proven experience in a support or service delivery environment is an advantage
  • Demonstrates enthusiasm and proactively seeks opportunities to improve the call control function
  • Demonstrates commitment to the role, team and company, and will go the extra mile when required
  • Demonstrates creativity and reacts positively to new challenges and change
  • IT Literate – previous use of MS CRM an advantage, (other software used outlook, word, excel, NAV)

Your experience

  • Proven call control experience is a distinct advantage

Your behaviours

  • Demonstrates enthusiasm and proactively seeks opportunities to improve the call control function
  • Demonstrates commitment to the role, team and company, and will go the extra mile when required
  • Demonstrates creativity and reacts positively to new challenges and change.

This role works to a shift pattern of Monday to Friday 8.00am to 4.30pm, 9.00am to 5.30pm and 9.30am to 6.00pm.

 

Closing Date: 
Thursday, July 17, 2014 - 17:30
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