Business Support Desk at HRBP Solutions

Responsibilities for the Business Support Desk Job

• (Products, services, programs and information which the individual must provide to external individuals or groups, or one another to accomplish the organization’s mission and strategy)
• All Technical and Service Support escalations from all service touch points (Branch, Call Centre, Social Media, Agencies, Field service, Anti-piracy team, Service Desk etc.)
• Manage and resolve Regulatory/Consumer bodies and internal staff escalations
• Provide hands-on support and guidance to staff to ensure they deliver the required customer experience, quality of service and personal targets
• Conduct coaching and training for top reasons for escalations
• Communicate, monitor and maintain performance standards
• Identify areas for development to ensure continuous improvement
• Resolve escalated customer queries and complaints and provide feedback to customers and matters resolved.
• Identify opportunities to improve and expand product and service offerings based on the voice of the customer
• Contribute and identify areas for improvement and enforcement of processes and procedures;
• Identify, accumulate and analyse statistics that reflect on your teams performance
• Continuously assess the technical competence of your team and take steps to develop their knowledge and skills for effective service delivery
• Identify trends from subscriber escalations
• Escalate issues to relevant departments
• Compile reports
• Manage relationships with key support functions – corporate
• Work closely with other departments on joint projects, such as IT, Operations and Sales/Marketing
• Provide input in testing feedback sessions
• Knowledge of Clarity and core Clarity pillars

Qualifications for the Business Support Desk Job

• Minimum first degree in social sciences or a business related field
• An additional focused Call Centre qualification and/or Diploma in Customer Services Management will be an added advantage
• 5 years of working experience at the Call Centre or in the Service Industry with some supervisory level experience
• Experience at technology oriented service firms; Mobile telephony, BPO call centres, etc. will be an added advantage
• Excellent interpersonal skills
• Ability to motivate to produce results
• Excellent oral and written communication skills
• Dependability
• Multi-tasking