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Call Centre Analyst Job Vacancies at Transnet in Cape Town 2018

Transnet hiring for Call Centre Analyst placed in Cape Town. This job vacancies is open from 24 Mei 2018 to the end of this month. Here is more information about the requirements, qualifications and job descriptions associated with Call Centre Analyst job opening 2017.

Transnet Recruitment 2017

Call Centre Analyst - Cape Town

This advert is open for application by external applicants.

Equity Statement :Preference will be given to suitably qualified Applicants who are members of the
designated groups in line with the Employment Equity Plan and Targets of the Organisation/Operating
Division.

Applicants that are interested in applying for any of the advertised positions must apply by registering on the Careers section
of the Transnet Internet. Please take care in completing all required details on the profile, and then apply for the position.

Alternative Application Methods: (Completed Curriculum Vitae to be submitted)

Post :

E-mail : Recruitment2@transnet.net

Fax :

The closing date is on 04.06.2018. It is the responsibility of the applicant to ensure that HR has received the application
before the closing date of the advertisement.

Note: if you have not been contacted within 30 days of the closing date of this advertisement please consider your
application as unsuccessful.

Any questions regarding the application or recruitment process should be sent in writing to
TRACY.BALOYI@TRANSNET.NET.

We urge all our employees, clients, members of the public and our suppliers to report any kind of fraud or corruption at
Transnet. Call the hotline toll free number: 0800 003 056 or email Transnet@tip-offs.com

Operating Division : Transnet NPA

Position Title : Call Centre Analyst

Employee Group : Permanent

Department : ICT

Location : Cape Town

Reporting To : Call Centre Manager

Grade Level : H1X

Reference Number : 10156292

Position Purpose :

To provide first line technical support to clients by analysing, diagnosing and resolving client problems, which may vary from

straightforward to more complicated problems in order to ensure client satisfaction to the Port user community nationally.

Helpdesk Analyst are required to respond to a large volume of calls and within a short talk time while also providing a high

degree of client satisfaction.

Position outputs :

General Office Administration:

Responsible for Office Administration job functions – ie: keeping records on the following documents:
  • Helpdesk Procedure document
  • Standby doc for all ports
  • SAP – Business Process Doc
  • Service Request Form
  • Assignee Information – for all ports
  • After hours standby document etc.
Distribution of all service request forms

Provide daily status report on exceptional items.

Administration and distribution of all service requests

Responsible for Office Administration job functions when needed.

Heat System Administration:

Add New users on Heat system

Edit / Update user profiles on Heat

Inform Heat administrator of user profiles to be deleted.

Obtain / Verify user information

Investigate, analyse statistical reports

Verify user profiles

Heat call Logging :

Accept user faults and requests (telephonically and fax)

Log calls for all ports and determining the type of problem

Log the fault in Heat Call Logging system

Issue user with a log / reference number

Categorize and Prioritise the calls to appropriate service stream, i.e. Desktop, Networks, Server & Exchange, Legacy

Systems, Helpdesk, SAP_ERP, SAP_HR, Small systems, etc.

Resolve faults to user satisfaction

Resolving:

Help user over the phone to go through steps to resolve mail, internet/intranet and software problems like:

  • Resolve storage limit faults
  • Create subfolders
  • Do manual archiving
  • Group email items etc.
  • How to delete a print job
  • Ensure that the IP address is correct (if page cannot be displayed)
  • Delete printer queues
Networks:

Connectivity problems i.e loose connections, faulty flyleads etc

Hardware:

Ensure that the is power going into the PC before logging call etc.

SAP:

All SAP_ERP (Business Process) calls to be categorised under process streams, i.e. Inbound and Outbound Logistics, MOR,

PAM, PS, etc.

All SAP_HR (Technical / Basis) to be categorized under basis / technical stream, i.e. PSI, ABAP, Basis SAP_ERP and HR.

User Support:

Provide information (internal and external)

Track problems, follow-up queries to a successful conclusion and ensure client satisfaction.

Ensure first level support is available 24hrs / 7. (Work standby)

Qualifications & Experience :

Qualifications & Experience:

  • Matric
  • Computer Literate
  • Knowledge of Microsoft products
  • Microsoft A+ Certificate
  • N+ Networking
  • 3 - 5 Years of relevant IT&S Desktop/Network

Competencies :

Competencies Required:

  • Strong ability to communicate, influence and coach across technical and business functions
  • Ability to work in a stressful environment.
  • facing attributes.;
Knowledge required:
  • Knowledge of Heat system
  • SAP – Basic Navigation
  • Microsoft A+ Certificate (2months part-time)
  • N+ Networking (2 months part-time)
  • Heat Call centre System
  • Telephone Etiquette
  • Customer Care Training
  • Network Skills
  • Knowledge of SLAs
  • Port Business Principles
  • Change Management
  • Corporate governance
  • Service Level Agreements
  • NPA business processes Multitask effectively in an interrupt-driven environment
  • Show flexibility and initiative to anticipate customer needs and have a strong work geared towards strong customer service.
  • Analytical skills within prescribed procedures and practices
  • Security management
  • Render quality service to all our clients in all ports

Skills Required:

  • SAP – Basic Navigation
  • Microsoft A+ Certificate (2months full time)
  • N+ Networking
  • Heat System
  • Telephone Etiquette
  • Customer Care Training
  • Network Skills
  • Knowledge of SLAs
  • Negotiating
  • Communication
  • Decision-making
  • Planning
  • Relationship Management
  • Change Management
  • Report writing
  • Problem diagnosis / analysis
  • Business process analysis
  • Inter personal skills
  • Telephone etiquette.
  • Business management

If you are interested in Call Centre Analyst job opened by the Transnet, immediately prepare the requirements and qualifications to apply for this Call Centre Analyst job. For more info click on the button below:

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