Helpdesk and Call Centre Operator at Tsebo Solution

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