IT Customer Service Representative

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Main Responsibilities/Tasks:

• Record all calls from end-users and project members via official channels;
• Facilitate all communication (inbound and outbound) i.e. notification letters, system related messages, user satisfaction surveys, user enquiries and status calls;
• Provide system support and resolve first tier calls;
• Maintain system access control;
• Record and transfer calls to specialist or other relevant team members if first tier cannot resolve immediately or if investigation is required;
• Re-route all calls meant for other transversal service/help desks via official channels;
• Provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries;
• Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner; and
• Ensure proper documentation, notification, escalation, tracking and follow-up of all incidents.

Other Features of the Job (e.g., location, traveling, shift hours, etc.):

• Professionalism
• Open plan office
• Overtime when required
• PART 3: JOB REQUIREMENTS

Knowledge and Skills:

• Well-developed telephone, interpersonal, relationship building and customer service skills;
• Probing, listening, problem solving, decision making and conflict management skills;
• Appropriate written communication skills with quality deliverables;
• Knowledge and understanding of government Inventory Management, Asset Management and Procurement to Payment processes an advantage;
• PC skills (MS Word, Excel, PowerPoint, E – mail, Internet etc.);
• Time Management;
• Excellent oral communication skills;
• Reliable and able to work without close supervision.
• Strong Interpersonal Skills
• Good Relationship Building
• Quality Management Principles
• Ability to motivate and create enthusiasm in others
• Team Player
• Positive Attitude
• Works Well under pressure
• Self Starter / Innovative and Flexible