Logging Calls
- Logging incoming calls from clients in line with the Helpdesk Procedure.
- Ensure that calls are answered within 3 rings.
- Ensure calls are logged accurately on the Helpdesk System.
- Ensure all relevant details and comments are recorded on the Helpdesk System / Work Order.
- Assist clients with confirming venue and parking bookings on the Helpdesk System.
- Provide feedback on job progress to clients
- Follow up with relevant departments on progress of calls
- Ensure calls are attended to within the prescribed rectification periods.
- Escalate calls which have reached 2/3 of their store time allocation.
- Handle all calls in a polite and friendly manner
- Handle difficult callers with respect and diplomacy
- Escalate difficult callers to the Business Support Manager when necessary
- Generate reports as requested by the client in line with contract specifications.
- Ensure a high level of customer service is provided and maintained
- Ensure that all documentation relating to the helpdesk are documented and recorded.
- Ensure that all jobs are carried out in a safe and competent manner.
- Report on any safety issues to the Facilities Manager immediately to prevent any incidents.
- Adhere to the TFSs Safety, Health, Environmental and Quality (SHEQ) Management Systems Policies & Procedures of as applicable to this position.
- Ensure requirements of PPP Agreement are adhered to, especially Schedule 3 Part 2 - Service Specifications.
- Liaise with existing suppliers and new suppliers on information required.
- Keep updated credit application and information sheets of suppliers.
- Complete all new supplier applications.
- Ensure that copies of all documentation are made before sending to head office.
- File invoices and correspondence in a methodical manner for easy access.
- Respond to supplier payment queries.
- Submit remittance advice to suppliers and assist with queries relating to payments.
- Be familiar with SLAs in place with suppliers and contractors
- Adhere to the TFSs Safety, Health, Environmental and Quality (SHEQ) Management Systems Policies & Procedures of as applicable to this position.
- Ensure compliance with TFS policies and procedures related to financial management, controls and expenditure authorization levels.
- Excellent telephone etiquette
- Good command of the English Language
- Bilingual
- Detail knowledge of Helpdesk Procedure and TFS processes
- Basic knowledge of the client and the building where the function operate
- Good knowledge and understanding of PPP model and the PPP Agreement
- Knowledge on SARS Tax and Vat Acts and applicable legislation
- Good knowledge and understanding of PPP model and the PPP Agreement
- Grade 12
- Tertiary qualification in call centre / customer service environment is an advantage
- 2 3 Years experience in a call/client centre environment
- Computer Literacy on MS Packages (MS Word, Excel, PowerPoint)
- Experience on the Infor EAM system
- Understand the site Agreement and Schedules
