It Triage Contact Centre Officer Sa (Remote)

It Triage Contact Centre Officer Sa | Reivernet Group ofCompanies | Kenya

About Reivernet Group of Companies

IT Triage provides outsourced, short or long term remote Help Desk servicesacross the globe. Based in several locations, our team boasts almost twodecades of experience providing world-class technical support across...

It Triage Contact Centre Officer Sa | Reivernet Group of Companies | Kenya

About Reivernet Group of Companies

IT Triage provides outsourced, short or long term remote Help Desk services across the globe. Based in several locations, our team boasts almost two decades of experience providing world-class technical support across hospitality, education and government sectors.

We understand the importance of reliability. We are the business other businesses call before they ‘get slammed’. Ready, flexible and adaptable – we can step in at a moment’s notice, blend in with your team, and run with your systems. We can also bring extra tools to the table when needed. It’s up to you.

Purpose of the role

The Contact Center Officer (CCO) serves as the primary point of contact for customers, providing exceptional support and resolving queries through various communication channels. This role involves handling customer interactions, addressing issues, and ensuring customer satisfaction by delivering timely and effective solutions. The CCO is responsible for maintaining accurate records, gathering feedback, and collaborating with other team members to enhance service quality and efficiency.

What you’ll do

Through excellent communication, provide high levels of support to our customers by responding to in-bound queries while meeting SLAs and collaborating with team members.
Ensure ITT Contact Center protocols are followed when queries need to be escalated, handed-off or closed and ensure client case information is accurately recorded in the CRM.
Maintain a working knowledge of the tools and systems contained within our clients sites and identify operational improvements when identified.
Build credibility with clients and team members by following through on commitments, being transparent and consistent.

Who you are

Contact Center Officers are an important resource, solving client challenges efficiently and ensuring they receive the best possible support. They are highly reliable and and an effective team member known for their accountability, collaboration, valuable communication and trustworthiness. With an eye for detail and an ability to manage multiple queries, they have an aptitude for identifying root causes and providing effective solutions.

2 years experience in a customer support role responsible for handing level 1 and 2 ICT Network queries

Degree qualification in Information Technology