Job Title: Helpdesk Operator
Division: BFM Operations 2
Location: Cape Town, Western Cape, South Africa
Job Type: Permanent
Posted: 07 January 2025
Closing Date: 20 January 2025
Role Purpose:
The Helpdesk Operator is responsible for efficiently capturing and processing customer requests in line with Service Level Agreements (SLA), ensuring clear communication and timely follow-up.
Key Performance Areas (KPAs):
- Communication:
- Must be clear and audible on the telephone and radio mediums.
- Must have a high level of email etiquette and professionalism in drafting and responding to emails.
- Job Management:
- Issuing and managing logged jobs from the helpdesk to suppliers, technicians, and maintenance personnel.
- Interacting with customers to inform them about the status of their requests.
- Following up on logged calls to ensure timely resolution, managing them through warning and breached stages.
- Update the Cherwell system with feedback and necessary updates on call priorities.
- Communication with Team:
- Maintain open communication channels with Maintenance Managers, Helpdesk supervisors, suppliers, clients, and the maintenance team.
- Follow processes for quality assurance and maintain good telephone etiquette.
- Record Keeping:
- File operational documents like work orders and job cards.
- Respond to questions from emails and calls promptly.
- Become familiar with respective software to log calls clearly and accurately.
- Shift & Emergency Support:
- Must be willing to work shifts and be on standby in case of emergencies.
- Willing to work extra shifts as needed by the operation.
- Ownership & Reporting:
- Take ownership and responsibility for issues from start to resolution.
- Ensure timely and accurate reporting, adhering to deadlines.
Person Specification:
- Qualifications:
- Certificate in Call-Centre/Customer Service
- Matric (Senior Certificate)
- Experience:
- Minimum 2 years relevant experience in a call centre environment
- Experience in call-center service training or customer service training
- Skills:
- Proficiency in MS Word, MS Excel, and MS Outlook
Additional Information:
- Bidvest Facilities Management is committed to promoting equity in employment.
- Preference will be given to persons with disabilities.
