Job Profile Summary
The Accounts Controller handles customer queries and monitors and ensures adherence to nominated SLA accounts. Quality management and client escalations are important components of the role.
Key Results Areas:
Monitor and ensure adherence to nominated account SLAs
Receive, action and close escalations
System syncing between ASTEA and customer system
Ensure that the required 98% SLA is achieved on your allocated account. Ensure that SLA delivery results are checked and corrected with integrity
Ensure that the employee familiarize themselves with the account plan, and SLA corrections are actioned in line with contract specifications
Financial Aged calls to be no more than 2 days old.
Ensure abuse on service orders are identified, addressed and corrected in accordance to the specific account plan.
Ensure B.I. Calls are logged timeously
Ensure PIR is raised for all service order abuse
Escalate, drive, and own the SLA results – do not accept excuses
Ensure that clients are given detailed concise feedback on their escalations and that regular updates are provided throughout the life cycle of the escalation
Ensure teamwork and collaboration with field operation and SDM.
Taking ownership and accountability of the entire account / customer (Call logging, Escalations/ Account control etc.)
Continually seeks to improve processes/products/services.
Demonstrates urgency/persistence to accomplish goals.
Seeks and applies feedback to improve performance.
Strives to continuously build knowledge, skills and abilities.
Meets challenges with resourcefulness.
Knowledge of SLA management
2 years experience in call management within the IT industry
Call management experience in Bytes Managed Services accounts
Computer Literacy (Excel, Word, Internet, Outlook)
A very good ability to use Astea
Ability to draw computerised reports
Ability to interpret SLA reports
Drive Communication (Written and Oral)
Dedication to customers/customer service
Persuasiveness and Self Confidence
Functional Planning Delegation and Control High levels of work output
Be able to work under extreme pressure
Independence and Collaborative Teamwork
Feedback in order to Produce results Assertiveness
National Certificate Level 4 (N4) / Grade 12 (Required)