Job Description

About Us

Tsebo Facilities Solutions is currently looking for a Help desk operator to serve as the first point of contact. To ensure swift and accurate resolution or escalate as needed. uphold high service standards contributing to smooth operations and staff satisfaction.



As a leading African Integrated Workplace Management Solutions Provider, Tsebo Solutions Group offers clients reduced costs, risk and complexities together with increased quality, efficiency and productivity. We specialise in Catering, Facilities Management, Cleaning and Hygiene, Pest Control, Protection, Energy, Procurement, Workspace Design, Engineering, Remote Camps, and more. Developing our people - the heart of Tsebo - is the foundation of our purpose. The result is a knowledgeable workforce that is in touch with every nuance of our clients' needs. DOWNLOAD OUR ONE-PAGER to find out more about who we are in a nutshell.

Duties & Responsibilities

Response to calls & Enquiries

Answer all helpdesk related calls within the agreed SLA time Respond and address all email queries as they arise according to client agreed processes and protocols Address any walk-in client requests Answer calls and take messages when required Radio any urgent calls to the cleaning and maintenance teams as received.

Log Calls

Log calls accurately on the system, ensuring the pertinent details are captured correctly and accurately. Including but not limited to caller details, fault details, location details. Ensure the calls are categorised to the correct service type. Ensure the calls are prioritised according to the SLA requirements. Ensure the calls are assigned to the correct team / subcontractor for action. Ensure that all the updates provided by the FM team are captured and the status of the call is updated. Follow up on the call list daily to ensure the calls remain in SLA time. Close calls when required. Question the caller to establish the actual call requirements and ensure the most accurate detail is captured to assist the team to complete the call timorously. Log all PPM calls as per the PPM list and ensure these are assigned correctly. Familiarise yourself with the safety requirements with specific tasks and ensure the correct documentation is sent with calls which are assigned to ensure compliance. Support the Maintenance planner with any work order requirements where required.

Caller Interaction

Respond to callers within the defined response time. Provide feedback on job progress and ensure the caller is kept updated on the progress. Escalate any issues as required. Handle all enquiries / calls in a polite, friendly and professional manner. Handle difficult callers with respect and diplomacy. Escalate difficult callers to the relevant Manager when necessary. Establish a good working relationship with client and contractors

Reports

Daily, Weekly, Monthly reports to be generated and distributed as per the report matrix as well as adhoc reports requested by the client and management. Client satisfaction reports to be generated. Ensure that 5% of calls logged are surveyed and responses recorded.

Skills and Competencies

Satisfaction qualification Must enjoy working in a rigid time bound environment Must be customer focused, and service driven Must be friendly Positive and motivated attitude (go getter) Bilingual Helpdesk Operator Experience Knowledge of an Accounting Package, Switchboard system, telephone etiquette & MS Packages Knowledge of a Helpdesk Package Knowledge and understanding of SLA High degree of computer literacy (MS Word, Power Point, Excel) Excellent Communication Skills and Relationship Management Skills Excellent report writing skills Customer Service Skills Problem solving and Analytical Skills Financial and business acumen

Qualifications

Matric Contact Centre/ Customer Service Certificate 1 - 2 years experience Contact Centre/ Customer Service Certificate Experience with Infor EAM V11 an advantage Experience with Remedy an advantage Catering knowledge advantageous * Facilities Experience advantageous