Helpdesk Operator

Clicks Group Limited; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

A leading retail company in South Africa is seeking a Helpdesk Operator based in Cape Town. This position involves managing incoming calls, ensuring satisfaction, and resolving store queries effectively. Candidates should have Matric and 1 - 2 years of customer service experience. Strong problem-solving abilities and effective communication skills are essential for success in this role.

Qualifications

• 1 - 2 years related experience in a similar environment.
• Customer Service Experience.
• Customer service experience required.

Responsibilities

• Receive and log incoming calls accurately.
• Allocate calls to the correct department and follow up.
• Maintain communication with callers focused on their satisfaction.
• Resolve all store queries effectively.
• Ensure system information is maintained with high quality.
• Participate in quality and assurance processes.
• Manage after-hours calls as scheduled.
• Capture information in the tracker and adhere to management procedures.

Skills

Computer literate

Problem identification and solving

Ability to understand business needs

Ability to establish relationships

Effective prioritization

Data analysis

Adaptability to change

Resilience

Pressure handling

Multi-tasking

Education

Matric

Job description

Overview

An exciting opportunity as Helpdesk Operator has become available at New Clicks SA (Pty) Ltd. The role will be based in Woodstock, Cape Town and will report to the Helpdesk Supervisor.

Responsibilities

• To receive incoming calls to the helpdesk and log all calls accurately and professionally.
• To allocate calls to the correct department and ensure that the call is executed, followed up if required and closed on completion.
• Maintain communication between the helpdesk and the caller; ensure the caller is satisfied with the action taken and services received from the department responsible for executing the call.
• Ensure all store queries are effectively resolved timeously.
• Maintain system information with high-quality input and information required to complete tasks.
• Participate in quality and assurance processes to assess call and work quality.
• Follow up and provide feedback on logged calls to ensure service is delivered according to SLA requirements.
• Liaise with suppliers regarding accounts payable follow-ups to ensure service continuity.
• Provide reports and feedback to the Helpdesk Supervisor on follow-ups and calls to manage call lists effectively.
• Ensure that all completed work is closed in the system 4me.
• Report issues and problems to the Help Desk Supervisor.
• Investigate AWOL orders created by Accounts Payable.
• Manage after-hours calls and escalate efficiently according to a schedule drawn up by the Help Desk Supervisor; each operator will be allocated a week on standby.
• Capture and update all relevant information on the tracker; adhere to policies and procedures as set out by Management.
• Practice good work ethic and work as a team to achieve targets.

Qualifications and Experience

• Matric
• 1 - 2 years related experience in a similar environment
• Customer Service Experience

Skills, Abilities and Job Related Knowledge

• Computer literate
• Problem identification and solving
• Ability to understand business needs and address service-related concerns with a long-term perspective
• Ability to establish and maintain effective relationships at all levels within and/or outside the organisation
• Establish clear priorities, define deadlines and act effectively
• Identify and understand issues, compare data from different sources to draw conclusions, and select appropriate solutions
• Maintain effectiveness during major changes in work tasks or environment
• Be resilient and able to think on your feet
• Work well under pressure
• Be flexible and energetic
• Be quick and efficient in dealing with problems
• Be friendly, helpful and polite
• Be honest, responsible and self-motivated
• Be punctual and reliable
• Be able to work independently
• Be able to multi-task