Call Centre Dispatcher x3

1841

CALL CENTRE DISPATCHER (3 Positions) In the Customer Relations Division

ECRD: CCS 0221 DATE: 02/07/2021

Applications are invited from suitably qualified Lesotho Nationals for the above-mentioned positions. The positions will be on a three-year fixed term contract and are tenable at the Head Office in Maseru. The incumbents will be responsible to the Call Centre Supervisor.

QUALIFICATIONS, EXPERIENCE AND OTHER REQUIREMENTS
• Diploma in Electrical Engineering or related field.
• Computer Literacy is essential.
• Must be able to troubleshoot technical problems and solve them swiftly.
• Proactive in responding and handling queries
• Telephone etiquette
• Must be customer-oriented
• Personal traits: self –motivated, disciplined, high integrity, and good interpersonal skills
• Willingness to work outside normal working hours.

KEY PERFORMANCE AREAS
• Analysing reported faults.
• Interviewing faults reporters (customers) for informed decision making.
• Dispatching faults to technical teams taking into consideration the impact of loss of supply (prioritize).
• Following-up that dispatched faults are rectified inclusive of temporary ones that are done to restore power while materials are awaited from Stores
• Logging cause of fault and work done to rectify the faults as reported by the technical teams on site.
• Analysing type of faults that affect certain area that repeat and advice official that is responsible for those areas
• Coordinating technical teams to optimize faults rectification and service delivery
• Providing field units with information about orders, traffic, obstacles and requirements
• Entering data in computer system and maintain logs and records of calls, activities and other information

Interested candidates must email their applications, CVs and certified copies of their certificates and transcripts IN PDF FORMAT ONLY to [email protected] on or before 16-07-2021.

Reference should be made to ECRD: CCS 0221 on all applications.

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