Help Desk Agent: CSD - South African Reserve Bank

Brief description

The main purpose of this position is to provide first-line contact and handle incoming calls and assign and manage calls from clients of the South African Reserve Bank’s Corporate Services Department.

Detailed description

The successful candidate will be responsible for the following key performance areas:

• Follow help desk procedures for the completion of tasks and respond to and route incoming calls in accordance with priorities and agreed service levels.
• Communicate to clients regarding the progress of requests/enquiries from receipt to closure.
• Handle help desk-related queries and engage positively with colleagues and stakeholders on the telephone or in person.
• Update and maintain the call management system to allow accurate recording of calls received and resolution activities.
• Identify problems which require expertise, route them for support and escalate those that require urgent attention.
• Continually assess client satisfaction and recommend actions for improvement where necessary.

Qualifications

Job Requirements

To be considered for this position, candidates must be in possession of:

• a Higher Certificate (NQF5) in Call Centre Operations or an equivalent qualification; and
• two to five years’ job-related experience in a call centre or customer relations environment.

Additional requirements include:

• verbal and written communication skills;
• teamwork skills;
• a service and stakeholder focus;
• the ability to build and maintain relationships;
• judgement and decision-making skills;
• impact and influence;
• analytical and problem-solving skills;
• resilience; and
• the ability to manage complexity and ambiguity.