Ops Mngr: Helpdesk Customer Services

2 weeks ago


Alberton, Gauteng, South Africa BCXP Full time
Business unit, Department, Reporting

Business Unit:

Department:

Reports to:

Core Description

The purpose of the job is to provide a well-managed and operational Helpdesk and helpdesk environment for BCX Retail to maintain and improve customer satisfaction levels.

Key Deliverables / Primary Functions
  • Maintain & exceed customer satisfaction and provide remote support to clients with excellent service quality
  • Professional / Effective Helpdesk that share work related knowledge and experience
  • Co-operation with Int Dept & Service Lines to provide remote support services
  • Cohesive Helpdesk Team(s)
  • Helpdesk Budget
  • In-depth understanding of the Helpdesk customer services model and of the customers' business environment.
  • Experience in the management of Finances (budget and cost), Resources and Operations.
  • Good understanding of the BCX Services in various retail verticals.
  • Retail and Point of Sale knowledge.
  • In depth understanding of client SLA's and how to implement and manage them.
  • In depth knowledge of the customer requirements.
  • Ability to analyse customer needs and devise solutions.
  • Good skills for problem negotiation.
  • An ability to handle pressure.
  • Strong problem-solving and conflict-handling skills.
Core Functional Skills & CapabilitiesService Level Agreement (SLA) ManagementCustomer ManagementCustomer and Business Needs AnalysisProblem solvingService and System IntegrationCore Behavioural CompetenciesDeciding & Initiating ActionDelivering Results & Meeting customer expectationsCoping with pressures & setbacksPersuading and InfluencingLeading and supervisingCulture MatchJob MatchMinimum QualificationsNQF 6: 3 year Degree/ Diploma/ National Diploma in Business/ Commerce or Information TechnologyNQF 4: Grade 12 National DiplomaAdditional Education -Preferred /AdvantageExperience

3 years of relevant experience in Helpdesk Management

The following will be an advantage:

  • Management qualification
  • Business Analysis qualification and/or experience
  • Accounting qualification and/or experience

Or

If the highest qualification is grade 12, 5 years of relevant experience in Helpdesk Management

CertificationsITIL FoundationITIL ManagementProfessional Memberships in Relevant IndustryLevel of Engagement & Span of ControlSpecial Requirements / Employment ConditionValid Drivers licenseAbility to work extended /long hours as and when requiredWorkplace / Physical RequirementsHybrid Remote Worker

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