Account Controller – ALTRON

Title

Account Controller

We are looking for an Accounts Controller handles who will handle customer queries and monitors and ensures adherence to nominated SLA accounts. Quality management and client escalations are important components of the role.

Key Responsibilities

• Pro-actively manage open service order’s on Astea
• Customer reports on backlog incidents
• To manage, resolve and close ALL backlog requests within set backlog targets (specified by customer)
• Generate and administer Quotes (if applicable on Account)
• Action all necessary escalation steps and processes to ensure that backlog targets are achieved.
• Ensure service requests are updated daily
• Interface with internal customers (FSM’s, Senior Manager’s, Logistics, Supply Chain & Vendor management and others)
• Ensure backlog call closure in accordance to specific customer targets
• Ensure accurate stop code application – removal where necessary
• Escalate outstanding work order requisitions to ensure SLA adherence
• Submit required SLA alerts through the escalation process
• Monitor and ensure adherence to nominated account SLA’s
• Receive, action and close escalations internally and externally
• Quality management and data verification.
• Applicant must be proficient in MS Excel

Knowledge: Experience & Technical Skills Required

• Matric
• Knowledge of SLA management
• 2 years’ experience in call management within the IT industry
• Call management experience
• Computer Literacy (Excel, Word, Internet, e-mail)
• A very good ability to use Astea
• Ability to draw computerized reports
• Ability to interpret SLA reports

Behaviours/Attitudes

• Drive
• Communication (Written and Oral)
• Conscientiousness
• Customer Centric
• Persuasive and confident
• Problem Analysis
• Functional Planning, Delegation and Control
• High levels of work output
• Ability work under extreme pressure
• The ability to work independently
• Feedback in order to produce results
• Assertiveness

Education

National Certificate Level 4 (N4) / Grade 12 (Required)Languages

English