Service Desk Agent

Job description

Purpose of role:
The Service Centre Staff role is responsible for delivering professional customer service, supporting customer activity and retention, protecting company and customer information and ensuring daily operational processes are completed accurately and responsibly.

Why you will thrive in this role:
You will thrive in this role if you are customer-focused, proactive, professional, organised, trustworthy and able to take ownership of daily service centre performance while working well with customers, colleagues and management.

What you’ll do:

• Assist customers with products, machines, services, onboarding, troubleshooting, applications, installations, activations and service requests.
• Build positive customer relationships, follow up regularly, reactivate inactive customers and reduce Never Traded customers.
• Monitor Booqa daily, including device link activity and correctly action At Risk, High Risk, Inactive, and Never Traded customers.
• Ensure customers are active on Profit Plus and Shop2Shop and understand how to use machines, devices, and applications before leaving the store.
• Keep accurate customer records, including shop name, customer name, contact number, serial number, follow-ups, interactions and service activities.
• Promote company products, machines, services, campaigns and value-added services while working towards daily, weekly and monthly targets.
• Complete sales sheets, reports, testing, administration, stock handling and operational follow-ups accurately and on time.
• Report machine faults, app issues, system problems, fraud concerns, misconduct, irregularities and operational issues immediately.

Core competencies:

• Customer service and relationship management.
• Accountability and ownership.
• Attention to detail and accuracy.
• Integrity, confidentiality, and compliance awareness.
• Teamwork, communication, and professionalism.
• Urgency, initiative, and problem-solving.
• Honesty, respect, discipline, and responsible workplace conduct.

Key expectations:

• Uphold the highest standards of professionalism, integrity, and confidentiality.
• Comply with all company policies, procedures, and regulatory requirements.
• Continuously develop product knowledge and system proficiency.
• Support the team and contribute to a positive customer experience.
• Perform any other reasonable duties related to the role as required

Qualifications and experience:

• Grade 12 (matric) is essential
• Customer service experience essential

Skills:

• Clear verbal and written communication across email, WhatsApp, calls, and internal channels.
• Ability to explain machine, device, application, and platform usage to customers.
• Strong administration, record-keeping, follow-up, and reporting skills.
• Ability to manage customer queries, complaints, difficult situations, and escalations professionally.

Posted on 02 Nov 15:26, Closing date 1 Jan