Ntombizodwa Sithole

Responsibilities:

Frontline

• Ensure continuity of service delivery by answering all incoming calls timeously and professionally as per agreed client protocols and contractual agreements.
• Effective and professional call attendance within required call duration service level criteria.
• Analyze the nature of assistance requested or further action required
• Validate the client’s record
• Log all the relevant details accurately and complete all relevant fields on the required system based on the client’s request and information
• Log non-benefit calls accurately via the Mitel account code platform or on other platforms used.
• Explain the benefits and limits applicable
• Identify, implement and coordinate appropriate solutions
• Summarize and collate case related communications in the case register
• Immediately act upon any omissions or service failures identified during the course of the case management.
• Escalate complaints/possible complaints to the Team leader, Supervisor, Manager without delay
• Manage client expectations by communicating the workflow effectively.

Dispatch

• Acknowledge receipt of case allocation on the system.
• Appoint a service provider within contractual requirements timeframes.
• Appoint the right and most appropriate supplier in the correct area.
• Escalate any problems with the service provider to the Supervisor and Procurement department immediately.
• Verify that correct rates are captured on the system for each case and are in line with the service level agreement with the supplier
• Validate the costs correctly and accurately
• Ensure that the correct mileage is added and authorized for each case where necessary
• Discuss the rates with the appointed supplier if they are not on the panel and ensure that case notes are always updated and accurate
• Apply allocation charges and ensure that a new service provider is appointed where an allocation has been made and the supplier is unable to assist.
• Ensure that the supplier receives instructions by sending a text message, telephone call and/or email after hours or during the weekends
• Advice the client that the service provider has been appointed
• Schedule a follow up at an agreed time and ensure the ETA is logged on the system.

Follow up

• Acknowledge receipt of case allocation on the system
• Follow up within 20 minutes that the service provider has contacted the client
• Re-assign back to Dispatch to re-appoint another service provider where there is a problem
• Ensure that concise and adequate notes are updated on the system
• Escalate complaints/possible complaints to the Team leader, Supervisor, Manager without delay
• Complete the case on the system and close the case when a client is assisted.