Ops Mngr: Helpdesk Customer Services

4 weeks ago


Alberton, 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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