IT Customer Service Representative

OVERALL PURPOSE OF JOB:
The First Tier Customer Service Representative will:
    The representative will support approximately 200 National and Provincial Departments using the BAS application.
    Act as the first point of contact for BAS System Controllers when they experience issues that cannot be resolved at the department in relation to the BAS application. The focus will be on inbound communication via telephone calls and e-mail requests.
    Be responsible to log requests on HEAT IT Service Management Tool, attempt first line resolution of requests or forward requests to the second line of support for further investigation.  

MAIN RESPONSIBILITIES/TASKS:
    Acting as a first line of contact for the Application Support team.  Promptly answer and conclude telephone calls by ensuring queue time of less than 60 seconds and an abandon rate of less than 5%.
    Ensure that requests received via the telephone and e-mail are logged promptly and with sufficient information to facilitate problem resolution.
    Support the users in the effective use of BAS and assist them to manage the issues experienced.  Aim is to resolve 10% of issues at first tier level.  
    All requests that cannot be resolved at first tier, should be forwarded to the second tier for further investigation.
    Attend to user enquiries and ensure that requests reflect necessary information.
    Re-route all unidentified calls meant for other transversal contact centres via official channels.
    Support the users in the effective use of BAS and address system related issues.
    Set up and facilitate all communication (inbound and outbound) e.g., system related messages, user satisfaction surveys, user enquiries and status calls.
    Provide basic support on using the BAS application.
    Have an overall understanding of activities related to BAS at the departments and to highlight risk areas to the First Tier Supervisor.
    Understand how other systems utilised by the department (e.g., PERSAL, LOGIS, Vulindlela, etc.) impacts BAS and financial activities at the department.
    Systematically collect information about the user needs, challenges and suggestions/workarounds and include in the weekly status report to the first tier Supervisor.

Administration Responsibilities:
    Weekly administrative duties need to be performed:
?    Completion of client attendance register,
?    Turnaround reflecting hours worked, and 
?    Status report to team supervisor.
    Bi-monthly administrative duties need to be performed:
?    Time report reflecting hours worked.
    Monthly administrative duties need to be performed:
?    DG statistics.
?    Service Performance Reports.
?    Progress Reports.
    Quartely administrative duties need to be performed:
?    Service Attainment Reports.

KNOWLEDGE AND SKILLS:
    ITIL Foundation skills preferable.
    Customer care / call centre skills.
    Good understanding of financial processes e.g., budget cycle, debt management, payment cycle, revenue collection, month-end, and financial year-end processes.  Basic accounting skills preferable. 
    Probing and good listening skills.
    Ability to work independently, without constant supervision.
    Ability to make decisions.
    Good oral communication skills.
    Good interpersonal skills.  Must be able to build professional relationships with client and user community.
    Time management skills.
    Basic quality management skills.
    PC literate and experience in MS products (Word, Excel, and PowerPoint).
    Good typing skills.
EDUCATION, QUALIFICATIONS, EXPERIENCE NECESSARY:
    Minimum of 2 years' workings experience working in a call centre environment.
    A 3-year tertiary qualification related to accounting is required e.g., National Diploma in Cost and Management Accounting or Call Centre Qualification. Required Accounting Background.  
PERSONAL SKILLS:
    Mature individual.
    Must be able to work under comply to deadlines.
    Attention to detail.
    Service delivery and outcome focused.
    Responsible and reliable.
    Flexible.
    Team player.