Helpdesk Operator at Tsebo Group

As the leading integrated facilities solutions provider in Africa and the Middle East, operating in over 28 countries, with over 40 000 employees, the Tsebo Solutions Group enables businesses to optimise their efficiency and productivity, and become more successful. We take responsibility of our customers’ non-core activities outside of their expertise, empowering them to focus on their core business.

Our local expertise, global standards and innovative cross-divisional solutions, such as catering, cleaning, facility management and security, give us the edge to optimise our customers non-core operations, allowing them to enjoy reduced cost, risk and complexity. Purpose of the role: To be the first telephonic point of contact to our client “” and to ensure understanding of the client’s needs and address them in an efficient and professional manner offering speedy resolution within set timeframes.

Duties & Responsibilities

Log Calls

• Log calls accurately on the system
• Log caller details
• Log fault details
• Log location details
• Categorize calls
• Prioritise calls
• Assign calls
• Note all relevant details and comments
• Close calls when required

System Updates

• Call annotation updates

Call Response and Follow-Up

• Respond to callers within the defined response times
• Provide feedback on job progress by annotating calls.

Teamwork

• Provide on-the-job training and support to other staff members as required.

Service Provider Follow-Up

• Follow up call progress with internal and external service providers
• Report on poor performance
• Escalate calls which have reached 2/3 of the restore time allocation

Caller Interaction

• Handle all calls in a polite and friendly manner
• Handle difficult callers with respect and diplomacy
• Escalate difficult callers to supervisor where necessary

Customer Focus:

• Work with teams to develop and maintain a customer-focused attitude toward activities, concentrating on those that most strongly contribute toward improving customer lifetime value
• Interact with clients telephonically to provide and process information in response toinquiries, concerns and requests about products and services
• Keep up to date with business objectives within the environment
• Provide advice on general changes and compliance within the workplace management framework when required
• Work with processes and procedures in such a way that operational efficiencies and performance are enhanced
• Attend to and resolve all customer queries timeously or escalate when necessary
• Follow up and follow through on all queries timeously
• Manage conflict

Reporting:

• Prepare all weekly/monthly reporting within set timeframes for submission to your manager
• Update and maintain all relevant records
• Compile and prepare stats as and when required by your manager

Code of Conduct:

• Undertake such other responsibilities as directed by Management that will drive sustainability.
• Work in a flexible way when the occasion arises so that tasks, which are not specifically covered in the job description, are undertaken.
• Take responsibility for one’s own performance
• . Promote TFS’s & the Client’s image and corporate citizenry through deliberate and co-ordinated activities.
• Adhere to the TFS’s Safety, Health, Environmental and Quality (SHEQ) Management System’s Policies & Procedures as applicable to this position.
• Ensure TFS ethical values are adhered to.

Skills and Competencies

• MS Office Suite
• Knowledge of equipment, materials and suppliers used in facilities management.
• Excellent client rapport
• Excellent listening skills
• Excellent writing skills (spelling and grammar)
• Ability to accurately translate a verbal conversation into writing
• Ability to deal with irate customers
• Good time Management
• Proficiency in English; knowledge of additional languages is a plus
• Preferably an understanding of the FM environment but not a requirement
• Attend to Phone Calls and Emails
• Logging client requests
• Logging Security and ATM requests
• Generation work orders
• Dispatch work orders to Correct Supplier Handle and resolve queries timeously
• Raise special requests for purchase orders
• Offer “one stop shop” experience to the client

Qualifications

• Minimum 3 years’ experience as a Receptionist in a hospitality environment.
• 2-3 years frontline hotel/customer service experience
• 2 -3 Call centre experience
• Grade 12 (non-negotiable) plus….
• Computer literacy
• English language proficiency Specialist

Skills & Knowledge

• Computer Literacy on MS Packages (MS Word, Excel, PowerPoint and Access)
• Excellent interpersonal skills
• Good communication skills
• Good report writing and presentation skills
• Attention to detail
• Ability to plan, organise and control own work effort
• Ability to manage more than one situation at a time
• Ability to display professionalism
• Ability to follow up
• Must be customer focused