Helpdesk Operator - Cape Town at Tsebo Solution

Duties & Responsibilities

Logging Calls

• Logging incoming calls from clients in line with the Helpdesk Procedure.
• Ensure that calls are answered within 3 rings.
• Ensure calls are logged accurately on the Helpdesk System.
• Ensure all relevant details and comments are recorded on the Helpdesk System / Work Order.
• Assist clients with confirming venue and parking bookings on the Helpdesk System.

Caller Response and Follow-up

• Provide feedback on job progress to clients
• Follow up with relevant departments on progress of calls
• Ensure calls are attended to within the prescribed rectification periods.
• Escalate calls which have reached 2/3 of their store time allocation.
• 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 and Information Management

• Generate reports as requested by the client in line with contract specifications.
• Ensure a high level of customer service is provided and maintained
• Ensure that all documentation relating to the helpdesk are documented and recorded. 

Safety Awareness

• Ensure that all jobs are carried out in a safe and competent manner.                    
• Report on any safety issues to the Facilities Manager immediately to prevent any incidents.

Site Compliance

• Adhere to the TFS’s Safety, Health, Environmental and Quality (SHEQ) Management System’s Policies & Procedures of as applicable to this position.
• Ensure requirements of PPP Agreement are adhered to, especially Schedule 3 Part 2 - Service Specifications.

Supplier Administration

• Liaise with existing suppliers and new suppliers on information required.
• Keep updated credit application and information sheets of suppliers.
• Complete all new supplier applications.
• Ensure that copies of all documentation are made before sending to head office.
• File invoices and correspondence in a methodical manner for easy access.
• Respond to supplier payment queries.
• Submit remittance advice to suppliers and assist with queries relating to payments.
• Be familiar with SLAs in place with suppliers and contractors

Site Compliance

• Adhere to the TFS’s Safety, Health, Environmental and Quality (SHEQ) Management System’s Policies & Procedures of as applicable to this position.
• Ensure compliance with TFS policies and procedures related to financial management, controls and expenditure authorization levels.

Qualifications

• Grade 12
• Tertiary qualification in call centre / customer service environment is an advantage
• 2 – 3 Years’ experience in a call/client centre environment
• Computer Literacy on MS Packages (MS Word, Excel, PowerPoint)
• Experience on the Infor EAM system
• Understand the site Agreement and Schedules