Ops Mngr: Helpdesk Customer Services

BCXP • Other • Cape Town, Western Cape, South Africa • $50 - $200 / year • 2d ago

The purpose of the job is to provide a well-managed and operational Helpdesk and helpdesk environment for BCX Retail to maintain and improve customer satisfaction levels.

Key Deliverables / Primary Functions

Maintain & exceed customer satisfaction and provide remote support to clients with excellent service quality
Professional / Effective Helpdesk that share work related knowledge and experience
Co-operation with Int Dept & Service Lines to provide remote support services
Cohesive Helpdesk Team(s)
In-depth understanding of the Helpdesk customer services model and of the customers’ business environment.
Experience in the management of Finances (budget and cost), Resources and Operations.
Good understanding of the BCX Services in various retail verticals.
Retail and Point of Sale knowledge.
In depth understanding of client SLA’s and how to implement and manage them.
In depth knowledge of the customer requirements.
Ability to analyse customer needs and devise solutions.
An ability to handle pressure.
Strong problem-solving and conflict-handling skills.

Core Functional Skills & Capabilities

Customer Management
Customer and Business Needs Analysis
Problem solving
Service and System Integration

Core Behavioural Competencies

Deciding & Initiating Action
Coping with pressures & setbacks
Persuading and Influencing
Leading and supervising
Culture Match
Job Match

Minimum Qualifications

NQF 6: 3 year Degree/ Diploma/ National Diploma in Business/ Commerce or Information Technology
NQF 4: Grade 12 National Diploma

Experience

3 years of relevant experience in Helpdesk Management
The following will be an advantage:
Business Analysis qualification and/or experience
Accounting qualification and/or experience
If the highest qualification is grade 12, 5 years of relevant experience in Helpdesk Management