Job Description
IIlovo Sugar (Malawi) plc wishes to recruit Call Center Operator based at Limbe Office. The incumbent Will be reporting to the IT Support Officer.
KEY RESPONSIBILITY AREAS INCLUDE:
- Log all calls received via telephone, e-mail or web portal
- Log and liaise with outside vendors ensuring minimum downtime to the customer’s systems
- Request for updates daily/ follow up with engineers/ 3rd party vendor’s daily
- Update calls with information/feedback sent via e-mail/telephone
- Request ratings for all completed calls
- Respond to SLA warnings
- Proactively escalate calls
- Resolve calls within the respective SLA
- Ensure that asset and CCF forms are logged and have been completed before a call is marked for closure
- Keep calls to a minimal
- Monitor call queue
- Provide First line support for Illovo customers/Unlocking users account
QUALIFICATION AND EXPERIENCE
- Diploma in Computer Studies
Interested applicants must submit detailed Curriculum Vitae with three referees plus copies of certificates to:
HR Business Partner
Private Bag 580
LIMBE
E-mail: [email protected]
Closing date of receiving applications: Wednesday 7th October, 2020
Only short-listed applicants will be acknowledged.