Helpdesk Operator

2 weeks ago

Johannesburg, South Africa Tsebo Group Full time

**About Us**:
Tsebo Facilities Solution is looking for a Call Centre Agent:
To provide a professional Helpdesk service by providing value added customer service to Facilities users and focusing on customer needs, thereby ensuring customer satisfaction.

To ensure service delivery is aligned to the output specifications pertained in the PPP Agreement

Standby support for financial admin and cover all tasks including:

- To provide a Financial Administration Service to TFS site office.
- To ensure that all accounting policies and procedures are followed in accordance with TFS as well as the requirements as stipulated by the client.

To collate supplier documentation accurately and timeously while maintaining effective control over all the suppliers and collate and record all pass-through costs invoices and produce a monthly summary of all pass-through costs.

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**:
**L**ogging Calls**
- Logging incoming calls from clients in line with the Helpdesk Procedure.
- Ensure that calls are answered within 3 rings.
- Ensure calls are logged accurately on the Helpdesk System.
- Ensure all relevant details and comments are recorded on the Helpdesk System / Work Order.
- Assist clients with confirming venue and parking bookings on the Helpdesk System.

**Caller Response and Follow-up**
- Provide feedback on job progress to clients
- Follow up with relevant departments on progress of calls
- Ensure calls are attended to within the prescribed rectification periods.
- Escalate calls which have reached 2/3 of their store time allocation.
- Handle all calls in a polite and friendly manner
- Handle difficult callers with respect and diplomacy
- Escalate difficult callers to the Business Support Manager when necessary

**Reports and Information Management**
- Generate reports as requested by the client in line with contract specifications.
- Ensure a high level of customer service is provided and maintained
- Ensure that all documentation relating to the helpdesk are documented and recorded.

**Safety Awareness**
- Ensure that all jobs are carried out in a safe and competent manner.
- Report on any safety issues to the Facilities Manager immediately to prevent any incidents.

**Site Compliance**
- Adhere to the TFS’s Safety, Health, Environmental and Quality (SHEQ) Management System’s Policies & Procedures of as applicable to this position.
- Ensure requirements of PPP Agreement are adhered to, especially Schedule 3 Part 2 - Service Specifications.

**Supplier Administration**
- Liaise with existing suppliers and new suppliers on information required.
- Ensure that copies of all documentation are made before sending to head office.
- File invoices and correspondence in a methodical manner for easy access.
- Respond to supplier payment queries.
- Submit remittance advice to suppliers and assist with queries relating to payments.
- Be familiar with SLAs in place with suppliers and contractors

**Site Compliance**
- Adhere to the TFS’s Safety, Health, Environmental and Quality (SHEQ) Management System’s Policies & Procedures of as applicable to this position.
- Ensure compliance with TFS policies and procedures related to financial management, controls and expenditure authorization levels.

**Skills and Competencies**:

- Excellent telephone etiquette
- Good command of the English Language
- Bilingual
- Detail knowledge of Helpdesk Procedure and TFS processes
- Basic knowledge of the client and the building where the function operate
- Good knowledge and understanding of PPP model and the PPP Agreement
- Knowledge on SARS Tax and Vat Acts and applicable legislation
- Good knowledge and understanding of PPP model and the PPP Agreement

**Qualifications**:

- Grade 12
- Tertiary qualification in call centre / customer service environment is an advantage
- 2 - 3 Years’ experience in a call/client centre environment
- Computer Literacy on MS Packages (MS Word, Excel, PowerPoint)
- Experience on the Infor EAM system
- Understand the site Agreement and Schedules

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