Helpdesk Specialist

Key Purpose

As a leader in our industry, we strive to maintain our high-quality levels and superior customer service by hiring qualified individuals who share our philosophy and exhibit the same attitude with clients and staff alike.

A Help Desk Specialist is responsible for answering all clients enquires and electronic communication (internal and external) and is responsible for satisfying the customer’s needs and maintaining the good image of the company.

Alignment to business driver / strategy

• Alignment to the Amazing Service principle and program.
• Provide service and support to our existing clients and staff via all communication methods.

Key Responsibilities:

• Use an effective approach to handle telephone tasks such as call transfers, taking messages, call backs, holds and unintentional disconnects.
• Understand the impact of attitude in handling calls professionally.
• Effectively deal with job challenges.
• Use the most appropriate way to communicate with diverse clients on the telephone.
• Apply the elements of building positive rapport.
• Apply the proper telephone etiquette to satisfy various customer situations.
• Apply appropriate actions to effectively control a telephone call.
• Identify voice skills and how to enhance a good telephone presentation.
• Meets commitments to customers.
• • Ensuring first call resolution and delivery of amazing service with every client / staff interaction.
• Ensuring client satisfaction and retention.
• Conducting the relevant security checks prior to releasing client information.
• Constant updating of contact details and other information on the database, ensuring correct details are captured.
• Handling of telephonic / email / faxed client queries on SA Home Loans and third-party products.
• Use questioning and listening skills that support effective telephone communication.
• Email / fax necessary correspondence to client.
• Be able to perform the necessary calculations.
• Pass sales leads to Customer Contact Centre (CCC) administration.
• Follow up on all outstanding documentation and queries in line with our SLA.
• Capture all queries on the database and ensure that set performance levels are obtained.
• Completion of the time / logged sheets by the end of each day.
• Pre-qualification for additional funds on the client’s home loan.
• Provide logon details to clients for web access.
• Remain up to date with SAHL products and third-party products.
• Ensure that the amazing service principles are adhered to at all times.
• Be logged on for the appropriate time.
• Relies on instructions and pre-established guidelines to perform the functions of the job.
• Must possess a good understanding capability for interpreting client’s needs.
• Meet Quality Assurance Requirements and other key performance metrics.
• Live the SA Home Loans brand and culture.

Minimum Requirements:

Education

Matric

Preferred: Call Centre Certificate/Diploma, BA administration diploma

Experience

• 1 year experience in a home loan, customer service and call centre environment
• Knowledge of customer service principles and practices
• Some experience in a call center or customer service environment
• Good data entry and typing skills
• Knowledge of administration and clerical processes

Preferred Experiences

• Solid written and verbal communication skills
• Highly motivated and committed individual
• Desire to work in a fast paced, highly dynamic environment
• Ability to work independently without relying on significant management oversight
• Prior call center background a plus
• Commitment to the business and a yearning for knowledge

Competencies

Technical

• Excellent verbal and written communication skills
• Excellent telephone etiquette
• Good interpersonal skills , Stress tolerance
• Strong client service focus , Adaptability
• Problem analysis and problem solving
• Ability to work within a team and as an individual

Generic

• Going the extra mile – Educate the client / staff and pass on the knowledge.
• Ability to handle irate clients
• Effective time management
• Adhere to policies and procedures to assure consistency.
• Align your personal values to the department’s culture, ethos, goals and values