Overview: 

To manage the day-to-day operations of the Helpdesk. Responsible for ensuring that all queries and tickets are addressed and responded to promptly. Leading the support team, ensuring timely and accurate customer service, recruiting and training agents, and establishing customer service standards.

Key Performance Areas:

Customer Support

  • Monitor the Helpdesk and ensure all tickets and email queries are resolved timeously in the M4Jam Support and Engage departments.
  • Provide guidance/assistance to agents where required to resolve tickets.
  • Ensure tickets are allocated to agents and assist with escalations.
  • Provide updates to the team on new developments and changes.
  • Ensure customer service is timely and accurate on a daily basis.
  • Establish guidelines for agents on how to resolve queries.
  • Set specific customer service standards.
  • Establish best practices and document support processes.
  • Ensure agents adhere to established processes and standards.
  • Compile Engage and Support reports and provide feedback to relevant internal teams.
  • Review customer feedback and identify areas of improvement.
  • Assist with communication to jobbers and social media uploads when required.

Team Management

  • Manage the Help Desk team and monitor and evaluate performance.
  • Draft weekly rosters of available shifts.
  • Inform team of shifts and ensure all shifts are allocated, or re-allocated where cancelled.
  • Onboard new agents and exit agents when leaving.
  • Train agents according to established customer service standards.
  • Manage performance of agents and identify areas for improvement.
  • Check hours clocked on system by agents and compile information for payment approvals.
  • Draft invoices for agent payments to be made by Finance Department.

Skills and Competencies:

  • MS Office (Excel at intermediate level).
  • People orientation.
  • Ability to lead a team.
  • Conflict management skills.
  • Attention to detail.
  • Focused with a self-driven attitude.
  • Excellent verbal and written communication skills.
  • Adaptable.
  • Problem-solving skills.
  • Ability to meet deadlines.

Experience/Knowledge:

  • Bachelor/ Post graduate Degree in a relevant field or equivalent experience.
  • Experience working with a Helpdesk system preferential.
  • 6 months – 1 year relevant experience.

Disclaimer: 

The above information on this role profile has been designed to indicate the general nature and level of work performed by employees within the specified role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned in this job.