Helpdesk Operator

Tsebo Solutions Group; Cape Town; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A leading company in customer support solutions is seeking a Helpdesk Operator to manage incoming calls, provide customer service, and ensure adherence to internal policies. The role requires a minimum Grade 12 education and some experience in a call centre environment, with an emphasis on excellent communication and organizational skills. This position offers the opportunity to work with a dynamic team, ensuring client satisfaction through effective support and response management.

Qualifications

• 2 – 3 Years’ experience in a call/client centre environment.
• Computer literacy required on MS Packages.
• Basic knowledge of site agreements.

Responsibilities

• Logging, tracking and managing incoming client calls.
• Providing feedback on job progress to clients.
• Ensuring compliance with TFS’s SHEQ policies.

Skills

Excellent telephone etiquette

Good command of the English Language

Bilingual

Detail knowledge of Helpdesk Procedure

Good knowledge of PPP model

Education

Grade 12

Tertiary qualification in call centre / customer service

Tools

MS Word

MS Excel

MS PowerPoint

Infor EAM system

Job description

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.
  
  

Skills and Competencies

• Excellent telephone etiquette
• Good command of the English Language
• Bilingual
• Detail knowledge of Helpdesk Procedure and TFS processes
• Basic knowledge of the client and the building where the function operate
• Good knowledge and understanding of PPP model and the PPP Agreement
• Knowledge on SARS Tax and Vat Acts and applicable legislation
• Good knowledge and understanding of PPP model and the PPP Agreement
  
  

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