Helpdesk Lead

JOB RESPONSIBILITIES:
You'll coordinate the Help Desk Team Members in their daily duties of attending to clients who come in contact with us to make inquiries or get assistance...

You'll be helping nurture and facilitate the great customer service culture in the team, which is critical to the success of our business and brand...

You'll evaluate and assess certain Key Performance Metrics for the team and conduct client surveys to measure our level of service delivery...

You'll keep a record of daily operations at the Help Desk so we can better track the needs of our clients, analyse the services rendered and keep for future reference...

You'll help design and create a Mode of Operations, which the Help Desk Team can adhere to in order to maintain a good and steady routine and structure...

You'll delegate specific Help Desk responsibilities to Team Members in order to create Specializations within the Team and increase the pace of service delivery...

You'll review all client complaints, rectify issues and liaise with appropriate Team Members to handle complex issues, with the goal of providing more effective solutions...

You'll be able to handle difficult clients (and their complaints) when escalated and also manage to retain clients when they're considering cancellation of the service...

You'll observe Help Desk Operating Techniques to determine how effective they are and suggest and implement new techniques where current Operations can be improved...

You'll run regular scheduled Team Meetings and interact with the rest of the Virtual Team as and when needed...

And ultimately you'll be ensuring our Help Desk Team remains to be held in the highest regard – while pushing to take it to even greater heights!

*PLEASE NOTE*
If you get sick a lot, have drama in your life, or have other commitments that get in the way of your work, then please do not apply as reliability and focus is key to this position.

Our Team is highly skilled and know what they're doing, and should be doing. This means the role isn't a simple chair-warming exercise. We need someone who takes pride in their work, who appreciates the significance of their role and who strives to help get the best out of The Team and take us even further.

ARE YOU UP FOR THE TASK?
Our company culture is one that values talent and results – if you've got what it takes, we'll do everything to help you excel in your role.

So if this role sounds like the ideal opportunity for you right now contact us directly.