We are hiring a Service Desk Agent to provide a single point of contact for users, dealing with the management of both routine and non-routine incidents, problems and requests. You will be asked to provide 1st line technical support for incidents, have excellent telephone etiquette and be able to escalate complaints across a number of communication channels.

Service desk agents support customers with IT-related problems, functioning as the first point of contact between users and the company. You will resolve issues and address complaints and escalate complex matters to the appropriate departments. Problem-solving will be your bread and butter when working in this position.

To do well in this role you need to be able to remain calm when customers are frustrated and have experience working with computers and contact management software.

Requirements

Service Desk Agent ( Level1 Support) Responsibilities

• Maintaining a positive, empathetic, and professional attitude toward customers at all times.
• Responding promptly to customer inquiries via different communication channels including phone, Social Media etc
• Communicating with customers through various channels including giving out the correct information.
• Acknowledging and resolving customer complaints.
• Knowing our products inside and out in order to answer questions and provide information on various products offered.
• Processing forms, applications, and requests.
• Data capturing.
• Keeping records of customer interactions, transactions, comments, and complaints.
• Communicating and coordinating with colleagues as necessary.
• Providing feedback on the efficiency of the customer service process.
• Producing well-articulated reports and updates for a smooth workflow.
• Managing a team of junior customer service representatives when required.
• Ensure customer satisfaction and provide professional customer support.
• Technical Capability. Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g. Customer Management System, Consumer/Merchant applications, POS Support,etc).
• Develops an understanding of customer’s environment and service delivery requirements to enable the delivery of a first class service.
• Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.
• Problem Solving. Takes ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are ‘beyond them’ and escalates so they can be resolved.
• Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis
• Team Working. Acts as a team player and is viewed by colleagues as a helpful and effective member of the team.
• Personal Development Takes ownership of own development and has a development plan in place.
• Receives and handles requests for service, following agreed procedures.
• Promptly allocates calls as appropriate.
• Logs incidents and service requests and maintains relevant records:
• Identifies and classifies incident types and service interruptions’Records incidents cataloging them by symptom and resolution
• Acts under guidance to record and track reliability data for your services
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Experience

• Bachelors Degree in related fields (business administration, computer science etc)
• Minimum 5 O’level passes (English a must), general education degree or equivalent an advantage.
• Must be well-spoken and clear during the conversation.
• Fluency in English and Shona a must
• Must be able to work in a high-pressure environment and be comfortable with shiftwork or Flexi-working hours.
• Ability to stay calm when customers are stressed or upset.
• Comfortable using computers and/or tablets.
• Experience working with customer support.
• Preferred candidate must be available immediately
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Key Performance Indicators

• Feedback from customers, colleagues and team managers.
• Technical assessments if applicable
• Evidence of sharing and re-use of knowledge.
• Correct management of processes followed to deliver the service.
• Percentage of customer problems resolved within required timescales.
• Meeting service level requirements.
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Benefits

A suitable salary and benefits will be provided.