Principal Geospatial Analyst Jobs in Johannesburg

Website HSRC (Human Sciences Research Council)

About the job


Duties & Responsibilities

Logging Calls

  • Logging incoming calls from clients in line with the Helpdesk Procedure.
  • Ensure that calls are answered within 3 rings.
  • Ensure calls are logged accurately on the Helpdesk System.
  • Ensure all relevant details and comments are recorded on the Helpdesk System / Work Order.
  • Assist clients with confirming venue and parking bookings on the Helpdesk System.

Caller Response and Follow-up

  • Provide feedback on job progress to clients
  • Follow up with relevant departments on progress of calls
  • Ensure calls are attended to within the prescribed rectification periods.
  • Escalate calls which have reached 2/3 of their store time allocation.
  • Handle all calls in a polite and friendly manner
  • Handle difficult callers with respect and diplomacy
  • Escalate difficult callers to the Business Support Manager when necessary

Reports and Information Management

  • Generate reports as requested by the client in line with contract specifications.
  • Ensure a high level of customer service is provided and maintained
  • Ensure that all documentation relating to the helpdesk are documented and recorded.

Safety Awareness

  • Ensure that all jobs are carried out in a safe and competent manner.
  • Report on any safety issues to the Facilities Manager immediately to prevent any incidents.

Site Compliance

  • Adhere to the TFS’s Safety, Health, Environmental and Quality (SHEQ) Management System’s Policies & Procedures of as applicable to this position.
  • Ensure requirements of PPP Agreement are adhered to, especially Schedule 3 Part 2 – Service Specifications.

Supplier Administration

  • Liaise with existing suppliers and new suppliers on information required.
  • Keep updated credit application and information sheets of suppliers.
  • Complete all new supplier applications.
  • Ensure that copies of all documentation are made before sending to head office.
  • File invoices and correspondence in a methodical manner for easy access.
  • Respond to supplier payment queries.
  • Submit remittance advice to suppliers and assist with queries relating to payments.
  • Be familiar with SLAs in place with suppliers and contractors

Site Compliance

  • Adhere to the TFS’s Safety, Health, Environmental and Quality (SHEQ) Management System’s Policies & Procedures of as applicable to this position.
  • Ensure compliance with TFS policies and procedures related to financial management, controls and expenditure authorization levels.

Skills and Competencies

  • Excellent telephone etiquette
  • Good command of the English Language
  • Bilingual
  • Detail knowledge of Helpdesk Procedure and TFS processes
  • Basic knowledge of the client and the building where the function operate
  • Good knowledge and understanding of PPP model and the PPP Agreement
  • Knowledge on SARS Tax and Vat Acts and applicable legislation
  • Good knowledge and understanding of PPP model and the PPP Agreement

Qualifications

  • Grade 12
  • Tertiary qualification in call centre / customer service environment is an advantage
  • 2 – 3 Years’ experience in a call/client centre environment
  • Computer Literacy on MS Packages (MS Word, Excel, PowerPoint)
  • Experience on the Infor EAM system
  • Understand the site Agreement and Schedules



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