About the Role
The Department of Public Works and Infrastructure is seeking dynamic individuals to join their team as Service Desk Agents: Maintenance: Systems Operations. Based in the bustling city of Pretoria, you will play a vital role in delivering exceptional customer service to both internal and external clients. This position is not just about answering calls and emails; it is about being the voice of the department and ensuring that every inquiry is handled with professionalism and care. Your work will significantly impact the efficiency of public service operations, helping to maintain a standard of excellence that South Africans expect from their government.
In this role, you will engage with a diverse range of individuals, assisting with inquiries and complaints while navigating various call management systems. Your ability to communicate effectively and empathetically will be essential as you resolve issues and provide solutions. The Service Desk Agents are the first point of contact for many, making your contributions crucial in enhancing the overall experience of public service for the community.
About the Department
The Department of Public Works and Infrastructure plays a critical role in South Africa’s development, focusing on the provision and maintenance of infrastructure that serves the public. Their mission is to ensure that government facilities are functional, safe, and accessible, thereby supporting the delivery of services to all citizens. Working within this department means being part of a larger mission to enhance the quality of life for South Africans through effective public service.
What You’ll Do
- Answer and make inbound and outbound calls while responding to emails.
- Handle customer inquiries and complaints, ensuring timely resolution.
- Research information to assist clients using available resources.
- Update and maintain customer records in relevant systems.
- Process orders, forms, applications, and calls accurately.
- Identify and escalate priority issues following established procedures.
- Route calls to the appropriate resources as per the Call Centre protocol.
- Conduct follow-ups on customer calls and keep clients informed.
- Maintain and improve adherence to Service Level Agreements.
- Conduct customer service surveys to gather feedback and improve service.
What You’ll Need
- A minimum of a Senior Certificate/Grade 12 or equivalent NQF Level 4 qualification.
- Experience in a customer service, ICT, or Facilities Management environment is preferred.
- Training in telephone etiquette, customer service, and the Public Finance Management Act (PFMA) will be advantageous.
- Proficient computer skills, including MS Word, Excel, internet browsing, and email.
- Strong verbal and written communication skills, along with good listening abilities.
- Typing skills and familiarity with call logging systems.
- Willingness to work shifts, including weekends and holidays.
How to Apply
Applications for the position of Service Desk Agents: Maintenance: Systems Operations must be emailed to the application instructions below.
Requirements
A minimum Senior Certificate/Grade 12/ equivalent NQF Level 4 qualification.A relevant exposure in a customer service, ICT or Facilities Management environment.
Training on Telephone etiquette, Customer service and PFMA will be added advantage.
Computer skills such as an understanding of Ms Word, Excel, Internet browsing, tasking and email.
Good verbal and written communication and listening skills.
Typing skills with knowledge of Call Logging systems.
The candidates should be prepared to work 24/7 shifts, including weekends and holidays.
Job Duties
Answer and/or make calls (inbound and/or outbound) and respond to emails.Handle customer (internal & external) inquiries both telephonically and by email.
Research required information by clients (internal/external) using available resources.
Manage and resolve customer (internal & external) complaints/queries/FM service requests, IT related faults etc.
Enter and update new customer information into appropriate systems.
Process orders, forms, applications and calls on relevant systems.
Identify and escalate priority issues/queries according to available Call Centre and Facility Management business processes.
Assign or route calls to appropriate resource and/or in line with the Call Centre call logging process.
Follow up customer calls where necessary and update customers accordingly.
Update all call information on relevant systems according to Call Centre standard operating procedures.
Complete and/or close call logged on system as well as update with appropriate comments.
Maintain and improve Service Level Agreement.
Conduct customer service surveys.
ENQUIRES : Ms L Skhosana Tel No: (012) 406 1286
