Helpdesk Operator - Cape Town, South Africa - Clicks Group Limited

Clicks Group Limited

Verified Company

Cape Town, South Africa

3 weeks ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Listing reference: 016709
Listing status: Online-
Position summary

Industry:
Wholesale & Retail Trade

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Job category:Office Support
Location:Cape Town

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Contract:Permanent
EE position:Yes
Introduction

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.
Job description

Job Purpose:

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.

Job Objectives:

Ensure that systems are maintained, input is done accurately with all relevant information required to complete the task, at a high level standard.
Work & Call quality assessments by means of quality and assurance processes.
Follow up and provide feedback on calls logged to ensure that the service is being delivered according to SLA's in place
Liaison with Suppliers regarding Accounts Payable Followups to ensure service continuity.
Provide reports and feedback to the Helpdesk Supervisor on all followups and calls to be able to manage call lists effectively
Ensure that all completed work is closed on 4me.
Report issues and problems to the Help Desk Supervisor.
Investigation of AWOL orders created by Accounts Payable.
All afterhours calls to be managed and escalated efficiently
The afterhours calls will be managed according to a schedule drawn up by the help desk supervisor. Each Helpdesk operator will be allocated a week to be on standby.
All relevant information to be captured and updated on the tracker
Ensure all Policy and Procedures as well as Standard as set out by Management are adhered to.
Practice good work ethic and work as a team to achieve the targets set.

Minimum requirements

Qualifications and Experience:

Matric

years related experience in similar environment

Customer Service Experience

Skills, Abilities and Job Related Knowledge:

Computer Literate
Communication skills
Administrative skills
Problem identifying and solving

Essential Competencies:

Goes out of way to understand the business needs and works with a longterm perspective in addressing service related concerns.
The ability to establish and maintain effective relationships at all levels within and/or outside the organisation
Establish clear priorities, define deadlines and action effectively.
Identifying and understanding issues, problems and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions, taking action that is consistent.
Maintaining effectiveness when experiencing major changes in work tasks or the work environment; adjusting effectively to work within new work structures, processes, requirements or cultures.
Be resilient and able to think on your feet.
Must be able to work under pressure
Must be flexible and energetic
Must be quick and efficient in dealing with problems
Must be friendly, helpful and polite
Must be honest, responsible and selfmotivated
Must be punctual and reliable
Must be able to work independently
Attention to detail
Must be able to multi task