Helpdesk Operator

Job Purpose:

Provide exceptional customer service, support, communication, answering customer queries and resolving

 complaints.

Key Responsibilities:

• Answer incoming calls and make outbound calls.
• Handle complaints, provide appropriate solutions and alternatives within the time limits,

and follow up to ensure resolution.

• Take customer details and record the request in the ticketing system.
• Advise the caller of when to expect a first line of response.
• Allocate the request to the designated Service Provider and inform other concerned parties as appropriate.
• Be aware of multiple calls regarding the same issue and advise accordingly.
• Contribute to team effort by accomplishing related results as needed.

• Escalate issues to concerned parties according to the escalation matrix and inform the caller.

• Advise on company information

• If required, closely monitor the progress of all jobs until closed and verify that the Service Provider has completed with

sufficient information on work performed.

• Any other customer facing activity as instructed.
• Support in data management tasks and other tasks given by management.

Skills Required:

• Strong command of the English language. Bilingual, a plus!
• Strong organizational skills, interpersonal skills and a positive attitude
• Strong verbal and written communication skills.
• Conflict resolution / problem solving.
• Strong communication and interpersonal skills.
• People oriented.
• Great multi-tasking abilities and attention to detail.
• Technology savvy.

Qualifications & Experience:

• 0 – 3 years.
• Minimum High School Graduate or Equivalent.
• Excellent interpersonal and customer service skills.
• Experience working in a call centre or customer support role a plus.
• Demonstrated proficiency in the Microsoft Office environment including Word, Excel, PowerPoint, and Outlook.
• Willing to work in shifts.