Customer Service / Call Center

Description:

Provide comprehensive support to Calogi users on a continuous basis, in the preparation of user requirement documents, test packs and conducting system tests. Analyze, interpret and evaluate data for trends and make recommendations for required action and improvements, while supporting the Call Centre.
Job Outline:


Provide the second level support for the end user community and improve the service levels to external clients. Liaise with the Calogi Helpdesk to identify and correct service shortfalls.



Create and execute test plans ensuring that the Calogi environment is set up correctly to carry out the test case execution. Determine the testing mandate, define the scope and capture test results.


Ensure quality of testing and Identify continuous improvements in the testing process. Recommend improvements to the management.


Manage the User Acceptance Tests from the implementation through to completion, track monitor and report as necessary.


Participate in implementation support of enhancements and roll outs. Facilitate the effective usage of the system in the business area and customer points.


Identify format for downloads from EGIT to assist in problem solving and system recovery procedures and request from EGIT. Ensure that there is no revenue loss to Calogi or external customers.


Support the Calogi promote process by monitoring customer activity and complaints during the period and after the rollout. Identify major issues, detect training deficiencies at particular sites and provide input to management for product enhancements.


Support the Calogi Call Centre and resolve all Calogi issues, in accordance with agreed Service Level Agreements.

Requirements:

QUALIFICATIONS & EXPERIENCE

Knowledge/Skills

Diploma in a related field with a qualification in a specific functional area for a specialist role
4 + years of experience in cargo environment working on systems
Must have ability to trouble shoot system related issues (rot cause analysis)
Must have experience in mapping business/system processes
Must have experience in gathering Business Functional Requirements and translate same into System Requirements
Must have previous experience in engagement with various teams like Vendors - IT Providers, Operations Teams and Business Management
Knowledge in the following areas would be beneficial
- Business process analytics and diagnosis
- Business Process re-engineering
- Functional Requirement Gathering experience

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