Service Desk Agents: Maintenance: Systems Operations (Head Office And Regions)

Requirements

A minimum Senior Certificate/Grade 12/ equivalent NQF Level 4 qualification. A relevant exposure in a customer service, ICT or Facilities Management environment. Training on Telephone etiquette, Customer service and PFMA will be added advantage. Computer skills such as an understanding of Ms Word, Excel, Internet browsing, tasking and email. Good verbal and written communication and listening skills. Typing skills with knowledge of Call Logging systems. The candidates should be prepared to work 24/7 shifts, including weekends and holidays.

Key Responsibilities

Answer and/or make calls (inbound and/or outbound) and respond to emails. Handle customer (internal & external) inquiries both telephonically and by email. Research required information by clients (internal/external) using available resources. Manage and resolve customer (internal & external) complaints/queries/FM service requests, IT related faults etc. Enter and update new customer information into appropriate systems. Process orders, forms, applications and calls on relevant systems. Identify and escalate priority issues/queries according to available Call Centre and Facility Management business processes. Assign or route calls to appropriate resource and/or in line with the Call Centre call logging process. Follow up customer calls where necessary and update customers accordingly. Update all call information on relevant systems according to Call Centre standard operating procedures. Complete and/or close call logged on system as well as update with appropriate comments. Maintain and improve Service Level Agreement. Conduct customer service surveys.

How to Apply