Team B fulfillment agent

MAIN DUTIES/RESPONSIBILITIES:

 Oversea administrative tasks

 Ensure phone lines are duly managed, answered and called back

 Ensure KPI’s are met of air call

 Provide a high level of satisfaction to customers

 Escalate any necessary cases with team A to ensure no complaints

 Assist technicians where needed with rescheduling, customer complaints,

getting work complete

 Ensure techs have a full days work

 Manage inbox

 Ensure all customers receive outbound call and quote for their bookings to get

them booked in within the agreed 5 days

 Source sub contractors to ensure all bookings are complete in a timely

manner for regional and metro

 Assist members logging into their account, changing login emails and

technical issues on behalf of customer

Kpi’s

 adhere to the performance indicators as set out by the company time to time.

Including but not limited to 

 0 call declines during shift

 answering all inbounds to a high standard

 managing a caseload of 400+cases at a time, with a high level of customer service 

 ensuring call wait time remain below 2 minutes 

 ensuring the prompt answering of all ringing calls 

 maintaining a high level of customer satisfaction , in the call centre, measured

through surveys

 25% conversions onto citywide rewards

 20% grouping

 All cases booked and called within a day of being assigned