MAIN JOB PURPOSE: Act as a liaison, provide product/services information and resolve any emerging problems that our clients might face with accuracy and efficiency.

KPA OUTPUTS: CUSTOMER RELATIONSHIP MANAGEMENT:
– Ensure that all customer queries are addressed within the Service Level Agreement (SLA) stipulated time frame.
– First time fix rate and recall rate under the stipulated requirements.
– Maintain customer relationship.

INTERNAL PROCESSES:
– Be productive based on the calls allocated to them.-
– Ensure that they comply with all Quality Management System (QMS) procedures provided by the Field Service Managers (FSM).
– Maintain and manage sufficient boot stock.
– Complete administration within time frames as per policies.
– Action and close new calls within customer Service Level Agreements and Mean Time to Respond / Mean Time to Complete.
-Technical support, maintenance, trouble shooting on retail machines and Automated Teller Machines (ATMs).

HUMAN CAPITAL:
– Complete own training and development objectives as per agreed timelines in the personal development plan.
– Ensure that all policies and procedures are followed according to the company requirement.

SUMMARY OF COMPETENCIES: QUALIFICATIONS AND EXPERIENCE:
– Matric or other equivalent qualification preferable
– A + and N + Qualification
– 2 years’ experience in maintaining equipment in an IT environment
– 2 – 3 years ATM/POS/Electro Mechanical Skills/Person which was in a Technical High School experience will be an advantage
– Computer literate in relevant operating system

KNOWLEDGE AND SKILL:
– Mechanical skills
– Electronic skills
– Soldering skills
– Faultfinding techniques MS Office

ATTITUDE/BEHAVIOUR
– Communication
– Perseverance
– Attention to detail
– Dedication to Customers
– Flexibility
– Self-Development
– Integrity
– Problem Analysis Output orientated