Detailed description

The successful candidate will be responsible for the following key performance areas:

• Follow help desk procedures for the completion of tasks and respond to and route incoming calls in accordance with priorities and agreed service levels.
• Communicate to clients regarding the progress of requests/enquiries from receipt to closure. 
• Handle help desk-related queries and engage positively with colleagues and stakeholders on the telephone or in person. 
• Update and maintain the call management system to allow accurate recording of calls received and resolution activities. 
• Identify problems which require expertise, route them for support and escalate those that require urgent attention. 
• Continually assess client satisfaction and recommend actions for improvement where necessary. 

Qualifications

Job requirements

To be considered for this position, candidates must be in possession of:

• a Higher Certificate (NQF5) in Call Centre Operations or an equivalent qualification; and
• two to five years’ job-related experience in a call centre or customer relations environment.

Additional requirements include:

• verbal and written communication skills;
• team work skills;
• a service and stakeholder focus;
• the ability to build and maintain relationships;
• judgement and decision-making skills;
• impact and influence;
• analytical and problem-solving skills;
• resilience; and
• the ability to manage complexity and ambiguity.