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  • Posted: May 10, 2022
    Deadline: Not specified
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  • As a leading workplace management solutions provider across Africa Middle East, operating in over 28 countries, with over 40,000 employees, Tsebo Solutions Group offers our clients improved workplace productivity that supports their success. At Tsebo, we believe that the local expertise of our people and the global standards by which we operate, enables u...
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    Helpdesk and Call Centre Operator

    About the job

    Duties & Responsibilities

    Log calls

    • Log calls accurately on the system
    • Log caller details
    • Log fault details
    • Log location details
    • Categorise calls
    • Prioritise calls
    • Assign calls
    • Note all relevant details and comments
    • Close calls when required

    Caller Response and follow-up

    • Respond to callers within the defined response time
    • Provide feedback on job progress
    • Obtain caller satisfaction comments at job close

    Service Provider follow-up

    • Follow-up call progress with internal and external service providers
    • Report on poor performance
    • Escalate calls which have reached 2/3 of their store time allocation

    Caller interaction

    • Handle all calls in a polite and friendly manner
    • Handle difficult callers with respect and diplomacy
    • Escalate difficult callers to the Business Support Manager when necessary

    Reports

    • Generate reports as requested by the Senior Helpdesk Operator

    Feedback

    • Provide feedback and critical observation to the Building Services Manager on daily issues and performance

    Customer Satisfaction

    • Ensure a high level of customer service is provided and maintained

    ISO 9001; 14001 & 18001 – Quality, Environmental and Health & Safety Standards

    • Adhere to the DSFM’s Safety, Health, Environmental and Quality (SHEQ) Management System’s Policies & Procedures of as applicable to this position.

    Skills and Competencies

    • 2 – 3 Years experience in a help desk / call / client centre environment
    • Excellent telephone etiquette
    • Bilingual
    • Computer Literacy on MS Packages (MS Word, Excel, PowerPoint)
    • Infor EAM (Helpdesk System)
    • Basic knowledge of the client and the building where the function operate
    • Excellent interpersonal skills
    • Good communication skills
    • Ability to manage more than one situation at a time
    • Ability to display professionalism
    • Ability to follow up
    • Must be customer focused

    Competency Profile

    • Client Service orientation – Committed to client service and care of our client
    • Ability to work in a team (team orientation)
    • Judgement skills
    • Responsible
    • Approachable and presentable
    • Punctual and reliable
    • Self motivated and team orientated
    • Courteous and helpful
    • Positive disposition and personality
    • Energetic and enthusiastic
    • Team player
    • Competent and professional

    Qualifications

    • Grade 12

    Closing Date: 16th, May 2022

    Method of Application

    Interested and qualified? Go to Tsebo Solution on tsebo.erecruit.co to apply

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