Helpdesk Agent

Tsebo Facilities Solutions is looking for a Helpdesk Agent who will be responsible to provide exceptional customer service, efficient data capturing skills, manage work orders across multiple applications, and ensure timely resolution of client queries and issues, while maintaining accurate records and reports throughout the entire work order lifecycle.

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.

Operational Delivery:

Create and manage work orders across multiple platforms, respond to client queries and issues, and ensure timely resolution of all requests. Follow up on all outstanding requests in a timely manner and escalate issues as necessary. Accurately maintain all reports and tracking matrices.

Customer Focus:

• Collaborate with teams to cultivate and sustain a customer-centric approach to activities, focusing on those that significantly enhance customer lifetime value.
• Communicate promptly and professionally with clients via all communication streams to deliver and process information in response to inquiries, concerns, and requests regarding products and services.
• Stay informed about business objectives within the operational environment.
• Offer guidance on general changes and compliance within the workplace management framework as needed.
• Engage with processes and procedures in a manner that improves operational efficiencies and performance.
• Address and resolve all customer inquiries promptly or escalate them when necessary.
• Ensure timely follow-up and follow-through on all inquiries.
• Manage conflicts effectively.

Work Order Management Process

• All phone calls must be answered within 20 seconds.
• All email correspondence should be responded to within 30 minutes.
• Ensure that all requests are logged meticulously on the relevant systems.
• Record the details of the caller accurately.
• Document the specifics of the fault.
• Prompt client to find accurate and detailed location information.
• Categorize the requests appropriately.
• Prioritize requests as needed in accordance with the priority matrix.
• Dispatch work orders to correct supplier/ department/ relevant personnel.
• Include and update all relevant details and comments regarding the request.
• Evaluate and handle quotes following established business protocols; Assess and manage all incoming and outgoing quotes in line with standard business practices. Confirm that all quotes are precise, comprehensive, and adhere to company policies and client specifications.
• Diligently scrutinize each quotation to detect and rectify any mistakes, inconsistencies, or discrepancies. Focus especially on possible duplications and ensure that all information is current and accurate.
• Close requests accurately when required, ensuring the relevant criteria has been met.
• Confirm the priority of the logged request and communicate this to the requestor and relevant departments.
• Strictly monitor all requests in accordance with the Service Level Agreement (SLA).

Caller Response and Follow-Up

• Respond to callers within the established response time.
• Provide follow-up and feedback regarding job progress.
• Caller Interaction
• Answer and respond to all calls courteously and in a friendly manner.

• Address challenging callers with respect and diplomacy.

• Escalate difficult callers to the appropriate Manager when required.

Data management and Reporting:

• Ensure the timely preparation of all ad-hoc, daily, weekly and monthly reports for submission to relevant stakeholders.
• Accurately update and maintain all pertinent records.
• Compile and generate reports and statistics as and when required.
• Ensure accurate and efficient data capturing across multiple application platforms, and maintain up-to-date records daily.

Code of Conduct:

• Undertake such other responsibilities as directed by Management that will drive sustainability.
• Work in a flexible way when the occasion arises so that tasks, which are not specifically covered in the job description, are undertaken.
• Take responsibility for one's own performance.
• Promote TFS's & Hwawei's image and corporate citizenry through deliberate and co-ordinated activities.
• Adhere to the TFS's Safety, Health, Environmental and Quality (SHEQ) Management System's Policies & Procedures as applicable to this position.
• Ensure TFS ethical values are adhered to

• Excellent communication and interpersonal skills
• Strong analytical and problem-solving skills
• Ability to work under pressure and meet deadlines
• MS Office Suite - Intermediate Excel skills
• Knowledge of helpdesk software and work order management systems
• A good understanding of the FM environment.
• Excellent client rapport.
• Excellent listening skills.
• Excellent writing skills (spelling and grammar).
• Ability to accurately translate a verbal conversation into writing.
• Ability to deal with irate customers.
• Good time management.
• Proficiency in English; knowledge of additional languages is a plus.
• Exceptional phone call and email etiquettes.
• Efficient and accurate data capturing skills.
• Handle and resolve queries timeously.
• Offer "one stop shop" experience to the client.
• Emotional intelligence and ability to work with colleagues who have different ways of behaving and interacting
• Resilience and ability to cope with setbacks
• Ability to work independently and maintain confidentiality
• Self-disciplined, motivated, and energetic with an exemplary work ethos
• Enjoys working in a rigid time bound environment.
• A customer-oriented and professional attitude.
• An outgoing personality.
• Outstanding communication abilities.
• Hospitality and customer centric focus.
• Capability to interact with both internal and external customers at all levels.
• Attention to detail with a methodical and structural approach
• Ability to multitask effectively.
• Results focused
• Ability to follow established procedures.
• Ability to work under pressure.
• Project a professional and competent image at all times when on duty
• Ability to resolve conflict
• Ability to work under pressure
• Ability to deliver high quality customer service consistently

• Grade 12 (non-negotiable).
• Computer literacy.
• Minimum 3 years' experience in a call centre/helpdesk or customer service environment and the facilities environment.