Knowledge of call centre principal. Knowledge of broad geographical areas so as to enable to understand where calls are Located and whom to escalate too. General knowledge of Warehouse Principles.QUALIFICATIONS:
• Matric

SKILLS AND KNOWLEDGE:
• 1 - 3 years Call Centre and Logistics experience in an IT environment
• Previous experience in a Warehouse would be advantageous
• Computer literate in a Call Centre environment
• Working knowledge of MS Office (Word/Excel)
• Exposure to call management operations systems
• D1 Preferable

KEY PERFORMANCE AREAS:
• Prioritise all incoming calls to meet planned date
• Make sure all calls are assigned
• Monitor and take ownership of all project calls
• Ensure that CSR dispatched within planned date
• Must be able to Communicate with Customer Management
• Ensure that 80% of staff are dispatched at all times
• Drive CSR to complete calls in accordance with planned date
• All escalations must be done within 15 minutes and Customer must be updated
• Receive, maintain and dispatch stock
• Ensure that agreed upon Customer SLAs are adhered to through optimized supply chain
• process and principles - Target Customer SLA 95%
• Ensure that bi-weekly, quarterly cycle count and twice annual stock take is planned in advance and performed to manage inventory risk
• Receive and ship RA
• Stock Control
• Update Service Management System and file relevant documentation