Helpdesk Specialist Afrikaans

**Key Purpose of the job**:
As a leader in our industry, we strive to maintain our high quality levels and superior customer service by hiring qualified individuals who share our philosophy and exhibit the same attitude with clients and staff alike.

A Help Desk Specialist is responsible for answering all clients enquires and electronic communication (internal and external), and is responsible for satisfying the customer’s needs and maintaining the good image of the company.

**Alignment to business driver / strategy**
- Alignment to the Amazing Service principle and program.
- Provide service and support to our existing clients and staff via all communication methods.

**Key Responsibilities**:

- Use an effective approach to handle telephone tasks such as call transfers, taking messages, call backs, holds and unintentional disconnects.
- Understand the impact of attitude in handling calls professionally.
- Effectively deal with job challenges.
- Use the most appropriate way to communicate with diverse clients on the telephone.
- Identify voice skills and how to enhance a good telephone presentation.
- Meets commitments to customers.
- Ensuring first call resolution and delivery of amazing service with every client / staff interaction.
- Ensuring client satisfaction and retention.
- Conducting the relevant security checks prior to releasing client information.
- Constant updating of contact details and other information on the database, ensuring correct details are captured.
- Use questioning and listening skills that support effective telephone communication.
- Be able to perform the necessary calculations.
- Pass sales leads to Customer Contact Centre (CCC) administration.
- Follow up on all outstanding documentation and queries in line with our SLA.
- Capture all queries on the database and ensure that set performance levels are obtained.
- Completion of the time / logged sheets by the end of each day.
- Pre-qualification for additional funds on the client’s home loan.
- Provide logon details to clients for web access.
- Remain up to date with SAHL products and third party products.
- Ensure that the amazing service principles are adhered to at all times.
- Be logged on for the appropriate time.
- Relies on instructions and pre-established guidelines to perform the functions of the job.
- Must possess a good understanding capability for interpreting client’s needs.
- Meet Quality Assurance Requirements and other key performance metrics.
- Live the SA Home Loans brand and culture.

**Minimum Requirements**:
**Education**
- Matric.
- **Preferred**: Call Centre Certificate/Diploma, BA administration diploma

**Experience**
- 1 year experience in a home loan, customer service and call centre environment
- Knowledge of customer service principles and practices
- Some experience in a call center or customer service environment
- Good data entry and typing skills
- Knowledge of administration and clerical processes

**Desired Experiences**
- Solid written and verbal communication skills
- Highly motivated and committed individual
- Desire to work in a fast paced, highly dynamic environment
- Ability to work independently without relying on significant management oversight
- Prior call center background a plus
- Commitment to the business and a yearning for knowledge

**Competencies**

**Technical**
- Microsoft Office Excel
- Word (Basic)
- Broad knowledge and understanding of SAHL products and processes
- Credit policies and services
- Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections
- Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment
- Must possess a professional and friendly attitude and be able to quickly develop a rapport with clients
- Knowledge of SAHL Workflow, Data Store and Halo systems
- Excellent verbal and written communication skills
- Excellent telephone etiquette
- Perseverance
- Seek solutions to problems and be on a continuous learning curve
- Good interpersonal skills
- Strong client service focus
- Problem analysis and problem solving
- Ability to work within a team and as an individual
- Stress tolerance
- Resilience
- Adaptability
- Stay up to date with the processes and procedures.

**Generic**
- Adhere to policies and procedures to assure consistency.
- Effective time management
- Resilience
- Have a sense of urgency
- Ability to handle irate clients
- Ability to work under pressure
- Accurate and Organised
- Methodical
- Take initiative
- Going the extra mile - Educate the client / staff and pass on the knowledge.
- Self Motivated
- Reliable
- Attention to detail
- Ability to multi-task
- Align your personal values to the department’s culture, ethos, goals and values
- Take responsibility for your personal development

Integrity, particularly in company Finances or in cash handling

**Job Type**: Permanent

**Education**:

- High