Business Unit: BCX RetailReports to: (Insert Reporting Line)Core DescriptionThe purpose of the job is to provide a well-managed and operational Helpdesk and helpdesk environment for BCX Retail to maintain and improve customer satisfaction levels.Key Deliverables / Primary FunctionsMaintain & exceed customer satisfaction and provide remote support to clients with excellent service quality.Professional / Effective Helpdesk that shares work-related knowledge and experience.Co-operation with Int Dept & Service Lines to provide remote support services.Cohesive Helpdesk Team(s).Helpdesk Budget management.In-depth understanding of the Helpdesk customer services model and of the customers' business environment.Experience in the management of finances (budget and cost), resources, and operations.Good understanding of the BCX Services in various retail verticals.Retail and Point of Sale knowledge.In-depth understanding of client SLAs and how to implement and manage them.In-depth knowledge of customer requirements.Ability to analyze customer needs and devise solutions.Good skills for problem negotiation.Ability to handle pressure.Strong problem-solving and conflict-handling skills.Core Functional Skills & CapabilitiesService Level Agreement (SLA) ManagementCustomer ManagementCustomer and Business Needs AnalysisProblem SolvingService and System IntegrationCore Behavioural CompetenciesDeciding & Initiating ActionDelivering Results & Meeting Customer ExpectationsCoping with Pressures & SetbacksPersuading and InfluencingLeading and SupervisingMinimum QualificationsNQF 6: 3 year Degree / Diploma / National Diploma in Business / Commerce or Information TechnologyNQF 4: Grade 12 National DiplomaAdditional Education - Preferred / AdvantageManagement qualificationBusiness Analysis qualification and/or experienceAccounting qualification and/or experienceIf the highest qualification is grade 12, 5 years of relevant experience in Helpdesk Management is required.CertificationsITIL FoundationITIL ManagementProfessional Memberships in Relevant IndustrySpecial Requirements / Employment ConditionsValid Driver's LicenseAbility to work extended/long hours as requiredWorkplace / Physical RequirementsHybrid Remote Worker
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