Tech Officer: Call Desk Agent x1
Position Details
- Job Title: Tech Officer: Call Desk Agent
- Location: Bloemfontein, Free State
- Company: BCX (Business Connexion)
- Job Grade: OP2
- Employment Type: Full-Time
- Workplace: Client-Based Position
- Date Posted: 3 June 2026
Job Purpose
The Tech Officer: Call Desk Agent is responsible for delivering excellent customer service by accurately logging, updating, monitoring, and closing incidents while ensuring compliance with service level agreements (SLAs). The role focuses on managing customer queries, coordinating incident resolution, maintaining accurate records, and escalating issues where necessary.
Key Responsibilities
Incident Management
- Accurately log, update, and close customer incidents.
- Ensure all required incident information is captured correctly.
- Record and communicate Estimated Times of Arrival (ETAs) for logged incidents.
- Route incidents to the correct support channels for resolution.
- Monitor assigned incidents to ensure SLA compliance.
Service Delivery
- Manage incidents within agreed customer SLA targets.
- Follow up on open incidents and ensure timely resolution.
- Maintain detailed records of customer queries and incident status.
- Provide regular feedback regarding incident progress.
Reporting and Administration
- Generate daily reports on logged, resolved, and closed incidents.
- Maintain accurate database records.
- Ensure correct closure codes and details are captured for all calls.
- Update cause and warranty information on incidents.
Escalation Management
- Escalate unresolved issues to the appropriate managers.
- Follow up on escalated incidents throughout the day.
- Provide status updates and feedback on escalated matters.
- Alert the Call Centre Supervisor to recurring customer issues and trends.
Call Centre Performance
- Handle a high volume of customer interactions.
- Resolve and close between 700 and 900 calls according to operational requirements.
- Ensure all calls are processed accurately and efficiently.
- Maintain quality standards and customer service expectations.
Minimum Requirements
Qualification
- Grade 12 (Matric) / NQF Level 4 National Diploma
Experience
- Minimum of 2 years’ experience in a call centre or customer support environment.
Required Skills
Technical Skills
- Microsoft Office proficiency
- Microsoft Excel skills
- Data capturing and record management
- Incident logging and tracking
- SLA management
- Reporting and administration
Soft Skills
- Strong attention to detail
- Excellent verbal and written communication
- Customer service orientation
- Teamwork and collaboration
- Problem-solving ability
- Time management
- Planning and organising skills
- Ability to work under pressure
Behavioural Competencies
- Working effectively with people
- Delivering results and meeting customer expectations
- Following instructions and procedures
- Planning and organising work efficiently
- Coping with pressure and setbacks
- Maintaining professionalism in a fast-paced environment
Working Conditions
- Full-time client-based position.
- Ability to work extended or additional hours when required.
- Must be available to meet operational and customer service demands.
- Billable role with performance targets and SLA requirements.