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Service Desk/Customer Service Representative

Job Location: Pretoria

Regional Description: South Africa

Job Number: 00477346

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- Job description

Purpose of the Job:
 

Provide 1st tier general user support on Inventory Management, Asset Management and Procurement to payment processes and functionality on the LOGIS system.

 

Main Responsibilities/Tasks:
  • Record all calls from end-users and project members via official channels;
  • Facilitate all communication (inbound and outbound) i.e. notification letters, system related messages, user satisfaction surveys, user enquiries and status calls;
  • Provide system support and resolve first tier calls;
  • Maintain system access control;
  • Record and transfer calls to specialist or other relevant team members if first tier cannot resolve immediately or if investigation is required;
  • Re-route all calls meant for other transversal service/help desks via official channels;
  • Provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries;
  • Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner; and
  • Ensure proper documentation, notification, escalation, tracking and follow-up of all incidents. 
 
Other Features of the Job (e.g., location, traveling, shift hours, etc.):
  • Professionalism
  • Open plan office
  • Overtime when required
 
Knowledge and Skills:
  • Well-developed telephone, interpersonal, relationship building and customer service skills;
  • Probing, listening, problem solving, decision making and conflict management skills;
  • Appropriate written communication skills with quality deliverables;
  • Knowledge and understanding of government Inventory Management, Asset Management and Procurement to Payment processes an advantage;
  • PC skills (MS Word, Excel, PowerPoint, E – mail, Internet etc.);
  • Time Management;
  • Excellent oral communication skills;
  • Reliable and able to work without close supervision.
  • Strong Interpersonal Skills
  • Good Relationship Building
  • Quality Management Principles
  • Ability to motivate and create enthusiasm in others
  • Team Player
  • Positive Attitude
  • Works Well under pressure
  • Self Starter / Innovative and Flexible

Education, Qualifications, Experience Necessary:
  • 3 year tertiary qualification.
  • Minimum 2 years working experience

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