Company: Tsebo Solutions Group
Location: Johannesburg, Gauteng
About the job
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
