TSEBO Is Hiring: Helpdesk Operator – Cape Town, South Africa


Duties & Responsibilities

Log Calls
Log calls accurately on the system.
Log caller details, location (Building) details and fault details.
Categorise calls, prioritise and assign calls.

Note all relevant details and comments.
Close calls when required.
Perform Daily
Check for alarm indications. Investigate and implement rectification plans as necessary.
o Monitor critical features and ensure process and equipment are operating according to set parameters

Caller Response and Follow-Up
Respond to callers within the defined response time.
Provide feedback on job progress.
Obtain caller satisfaction comments at job close.
Service Provider Follow-Up
Follow-up call progress with internal and external service providers.
Report on poor performance and escalate calls which have exceeded their time allocation.
Caller Interaction
Handle all calls in a polite and friendly manner.
Handle difficult callers with respect and diplomacy.
Escalate difficult callers to the Call Centre Supervisor when necessary.
Generate reports as requested by the Supervisor.
Provide feedback and critical observation to the Building Manager on daily issues and performance.
Customer Satisfaction
Ensure a high level of customer service is provided and maintained.
ISO 9001; 14001 & 18001 – Quality, Environmental and Health & Safety Standards
Adhere to the Tsebo’s Safety, Health, Environmental and Quality (SHEQ) Management System’s Policies & Procedures of as applicable to this position.
Perform any reasonable action in line with your role, but not listed in the responsibilities above, as requested by management.

Skills and Competencies
Basic knowledge of the client and the building(s) where the function operates.
Familiarity with building layouts and infrastructures
Hospitality and customer centric focus
Good knowledge of electrical fixtures, fittings, repairs and maintenance thereof
Understand and follow oral and written instructions
Ability to plan, organise and control own work effort
Excellent Telephone etiquette and interpersonal skills.
Good communication skills.
Must be punctual and reliable
Must be approachable
Must be self-motivated and team oriented
Must be friendly, polite and helpful when dealing with customers
Must be able to work under pressure

Grade 12 / Matric
Call Centre qualification required
A Secretarial or Office Administration certificate/diploma would be an added advantage
1-2 years’ experience in similar environment
Computer literate on MS Office packages – (MS Word, Excel, PowerPoint and Access)
BMS system knowledge and experience

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