About the role:
This role delivers client service by taking inbound calls and making outbound calls in adherence to procedural, productivity and quality standards. The incumbent is individually accountable for achieving results through own efforts.
What will you bring:
Grade 12
1-2 years relevant Helpdesk Experience
Computer Literacy
Skills required:
Time management
Attention to details
Accuracy for processing
Achieving deadlines
Interpersonal skills
Administration skills
Telephone etiquette
Customer experience
Excellent communication
Excellent listening skills
Planning, Organising and Control own work effect
What you will be doing:
Call Logging:
Timeously answered telephone/e-mail/fax calls handled in a friendly and professional manner
Effectively deal with reactive requests from clients in a timely , Friendly and professional manner
Accurate inputting of information on database / keeping reports up-to-date
To generate, rework and re-route work orders as required
Assign correct priorities and categories on all requests
Faxed work orders (to service providers where applicable)
To provide feedback on job progress
identify and escalate situations requiring urgent attention
To follow-up on call progress with internal and external service providers
Assist in other work related tasks when required
To plan, organise and control own work effort
To communicate with all levels of Management
Close off work orders when work is done
To assist client in a polite and friendly manner
Provide assistance to other operators when necessary
Adhering to Facilities Helpdesk policies and procedures
Ensure a high level of customer service is provided and maintained
Release planned preventative maintenance work orders
Customer and Client Satisfaction:
Handled general enquiries or referred enquiries to alternative person/department
Completed follow up calls to clients to, amongst others, determine client satisfaction.
Deliver a professional service to the client as required.
To be polite, professional and diplomatic at all times
To be flexible to help in client needs
Adhere to the health & safety regulations and requirements in the workplace
Internal Customer / Clients response in Service Level Agreed time to queries or requests
External Customer / Client response in Service Level Agreed time to queries or requests.
Newspaper:
Administer subscriptions
Administer daily newspaper
Text Services:
Administer text requests
Compile month end financials
Chauffeur Services:
Administer Chauffeur request
Compile month end financials
Compliance:
Adhere to the Company's Safety, Health, Environmental and Quality Management System's Policies & Procedures as applicable to the position
Ad Hoc:
Any reasonable action requested by management.
