Stowe Holdings is seeking a proactive, organized, and customer-focused Service Desk Administrator to join our growing team. This is an excellent opportunity for an individual who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering exceptional administrative and customer support. The successful candidate will play a key role in ensuring the smooth operation of our service desk by coordinating requests, supporting internal teams, and maintaining accurate records while delivering a high standard of service to both customers and internal teams.
KEY RESPONSIBILITIES:
Customer Service (29%)
- Professionally respond to and assist with all customer queries
- Remain courteous, tactful, honest and professional in all communication with other parties
- Ensure that feedback to customers is meaningful and accurate
- Regularly follow-up on outstanding queries with other entities who are involved with specific requests
- Adhere to and comply with all commitments made
- Be alert to deteriorating customer-service within the environment and intervene directly or by escalation.
Call Alignment, Status Updates, Quality Monitoring (28%)
- Ticket and call quality results to be captured and submitted to the senior analyst daily to reach the monthly target
- At specified intervals compare customer call-records against Stowe-records and escalate/resolve discrepancies
- Provide customers and external call-centres with regular status-updates for open support-records
- At specified intervals assess agent-performance against specified criteria and capture conformance
Reporting (28%)
- All quality reporting to be submitted timeously to the senior analyst
- At regular intervals provide customers with alignment-confirmation and status-updates
- At regular intervals provide stakeholders with quality monitoring reports
- Ensure that all status- and progress-updates are accurate and meaningful
- Ensure that all reports are accurate and precise
- Ensure that all reports appearance conforms to the branding guidelines of the company
- On-demand compile summary information, as per request
Policies and Procedures (5%)
- Be familiar with all relevant policies and procedures pertaining to the role.
Competencies/Skill requirements (10%)
- Communication Skills
- Attention to detail
- Interpersonal relationships
- Initiatives and self-motivation
- Coaching and mentoring
- Intermediate level Microsoft Excel,Word & Powerpoint
REQUIREMENTS:
- Minimum 2 years' experience in a Service Desk, Help Desk, Customer Service, or Administrative support role.
- Grade 12 (Matric)
- Proficient in Microsoft Office, particularly Excel, Word, Outlook, and PowerPoint.
- Strong written and verbal communication skills with the ability to interact professionally with customers, colleagues, and stakeholders.
- Excellent organisational and time management skills, with the ability to manage multiple tasks, prioritise workload, and meet deadlines in a fast-paced environment.
Work Location: In person
