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.