Helpdesk Operator

Overview

An exciting opportunity as Helpdesk Operator has become available at New Clicks SA (Pty) Ltd.

The role will be based in Woodstock, Cape Town and will report to the Helpdesk Supervisor.

Responsibilities

To receive incoming calls to the helpdesk and log all calls accurately and professionally.

To allocate calls to the correct department and ensure that the call is executed, followed up if required and closed on completion.

Maintain communication between the helpdesk and the caller; ensure the caller is satisfied with the action taken and services received from the department responsible for executing the call.

Ensure all store queries are effectively resolved timeously.

Maintain system information with high-quality input and information required to complete tasks.

Participate in quality and assurance processes to assess call and work quality.

Follow up and provide feedback on logged calls to ensure service is delivered according to SLA requirements.

Liaise with suppliers regarding accounts payable follow-ups to ensure service continuity.

Provide reports and feedback to the Helpdesk Supervisor on follow-ups and calls to manage call lists effectively.

Ensure that all completed work is closed in the system 4me.

Report issues and problems to the Help Desk Supervisor.

Investigate AWOL orders created by Accounts Payable.

Manage after-hours calls and escalate efficiently according to a schedule drawn up by the Help Desk Supervisor; each operator will be allocated a week on standby.

Capture and update all relevant information on the tracker; adhere to policies and procedures as set out by Management.

Practice good work ethic and work as a team to achieve targets.

Qualifications and Experience

Matric

1 - 2 years related experience in a similar environment

Customer Service Experience

Skills, Abilities and Job Related Knowledge

Computer literate

Problem identification and solving

Ability to understand business needs and address service-related concerns with a long-term perspective

Ability to establish and maintain effective relationships at all levels within and / or outside the organisation

Establish clear priorities, define deadlines and act effectively

Identify and understand issues, compare data from different sources to draw conclusions, and select appropriate solutions

Maintain effectiveness during major changes in work tasks or environment

Be resilient and able to think on your feet

Work well under pressure

Be flexible and energetic

Be quick and efficient in dealing with problems

Be friendly, helpful and polite

Be honest, responsible and self-motivated

Be punctual and reliable

Be able to work independently

Be able to multi-task

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